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Customer Experience Business Analyst B2B

Davies Resourcing
Job LocationHammersmith, London
EducationNot Mentioned
Salary£300.00 - £400.00 per day
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeContract, full-time

Job Description

Our client is a ourselves a dynamic and fun global sports media OTT broadcasting company who are growing rapidly and launching into new global markets every year. They need a Business Analyst, who will be part of a new Customer Service (CS) Centre of Excellence function for their clients in commercial premises – pubs, bars, clubs etc. This is a brilliant opportunity to set outwhat great looks likeand design the agent andrelatedcustomer journeys so the client can have exceptionalcustomer servicesystems to support their demanding customers’ needs through voice, chat, social(e.g.WhatsApp), chat bot other AI.Key Deliverables

  • Be the operations lynchpin in deliveringa newCustomer Service experience, though aSalesForceCRM,ready for launch.Initiallyyouwill drive the build of ourCSsystemsto ensure these are best-in-class,matching user stories and requirements that support your defined blue-print- agent and related customer journeys
  • Working in collaboration with CS, Development, Product and vendor teams you will elicituser-stories,workflowsandrequirementsto design the agent and related customer journeys;andthenprioritise both delivery and improvement requirements for SaleForceCRMand connected systems
  • You will need to define how the channel mix(voice, chat, social (e.g.WhatsApp), chat bot, other AI) must work acrossSalesForce’slatest technology –e.g.Service cloud, Einstein for Service, Live Chat, Einstein Bot/Diagflow, Service Cloud for Voice and Knowledge next bestaction;
  • Definedata needs from5 othercriticalsystemsto provide agentsinformationforcustomer’ssubscriptions, accounts, logistics,deviceperformanceand streaming).Importantly you will need to define diagnostic flows in a set-top-box / on premise environment
  • Youwill assesstheseCS workflows and identify efficiency gains and improved customer journeys. As the operations point person for prioritisingthis, you’ll manageour input intosprint backlogs and ensure CS teams are aware andoperationally readyfor anyof your changes
  • Audit and improve CS FAQ content in a coordinated, strategic and data-driven way. Defining requirements for articles in all territories/languages, and ensure that the information matcheschanges being made
  • Working alongside local CS teams, buildand maintainbest practice training / trainingmaterials;readyfor translation inourglobal regions,to enable new territory CS Centre roll-out and on-going CS training
    • Essentials
  • Six Sigma or Equivalent Business Improvement Qualifications / Skills
  • 3 years demonstrable experience in driving Customer Service / Contact Centre Improvement (Costs, Contacts, NPS)
  • Salesforce Certified Administrator with experience in B2C and B2B Customer Service environment
  • 3 years’ work on improving CS Tool Sets, plus some / all of Help, Contact Us, Chat Bots, Social Media tools
  • 3 years BA experience in B2C product such as Digital TV, Streaming, Live Sport, B2C, app
  • Attention to detail
  • Leadership to drive improvement to meet customer experience targets
  • Knowing what great customer service looks like
  • The drive to make a difference in a very fast paced and challenging environment
  • Brilliant stakeholder management to enable you to be a key contributor
  • Continually strive to improve the team’s processes, ways of working and best practice initiatives
  • Willingness to travel once Covid-19 restrictions allow – whilst not frequent travel required the client has CS operations based in EU and wider global locations.

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