Transversal Business Analyst
il y a 23 heures
The Transversal Business Analyst will play a key role in supporting the Kalimera Program, contributing to the optimization of customer journeys, KPI definition, and data-driven insights. This role involves facilitating workshops, gathering business requirements, preparing SteerCo presentations, and ensuring project progress is effectively monitored and communicated.
Key Responsibilities
- Conduct business analysis and organize workshops on topics including Customer Journey optimization, KPI definition, monitoring, and reporting.
- Write User Stories and maintain an up-to-date backlog.
- Support the Program Manager in preparing SteerCo presentations and other key governance materials.
- Monitor project progress and ensure deliverables align with the roadmap and business objectives.
Required Competencies
- Proven ability to prepare and facilitate workshops with cross-functional teams.
- Strong skills in process design and business process mapping.
- Data-driven mindset with the ability to extract actionable insights from data.
- Proficiency in Agile ways of working (WoW).
- Solid understanding of the banking industry.
- Experience with service centers, including:
- Case management
- Routing engines
- Knowledge bases
- Customer 360 views
- Interaction history tracking
Familiarity with CCaS and CRM systems.
Proficient in Microsoft Office Suite (PowerPoint, Excel, etc.).
Experience with Power BI for data visualization and reporting.
**QUESTIONS TO BE ANSWERED UPON SUBMISSION**
**How many years of experience with**
- **Banking Industry**
**Service centres**, including:
- **Case management**
- **Routing engines**
- **Knowledge bases**
- **Customer 360 views**
- **Interaction history tracking**
- **CCaS**and **CRM systems**
- **Microsoft Office Suite**(PowerPoint, Excel, etc.)
- **Power BI**for data visualization and reporting.
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