Customer Experience Business Analyst

**ABOUT THE JOB** **Customer Experience Business Analyst** - be the change. Let’s go above and beyond Are you looking for your next challenge that makes sense, within a Globally renowned company with the fast-growing pace from a start-up? Yes, the best of all worlds exists We are Sodexo Benefits and Rewards Services (BRS), entity of Sodexo, we’re inventing entirely new ways to influence and enrich the lives of employees worldwide. We bring to life benefit platforms and payment solutions to level up the quality of life at work to our 440,000 clients and 36 million of their employees in 31 countries. Within the company, the Customer Experience Office’s mission is to put our customers, merchants and consumers (= Customer) at the heart of our decisions and consists of a cross-functional team comprising the following divisions: Customer Experience (where the function is located), Customer Care and Operations. You thus contribute every day through your actions to ensure that the CUSTOMER in the broad sense, namely the customer, the merchant and the consumer, is at the heart of the company’s decisions and that all actions are taken to create a positive experience, simple and transparent. Are you ready? Your next challenge - As CX Business Analyst you will challenge and improve existing processes, analyse the need for new processes, suggest improvements and solutions, define the scope for project, initiatives and change requests and represent the team towards IT and other stakeholders. - You translate the business needs and journeys into detailed business requirements needed to enable analysis & development. - Your mission as CX Business Analyst is to ensure both the continuous improvement of the customer experience and the efficiency of internal processes. - Your mission is to create, design or propose new processes based on company initiatives and/or to analyse the functioning of any type of existing process, identifying problems in the processes and offer suggestions to solve or improve them. As a result, you assist in constantly improving our customer experience on the hand and on the other hand in improving internal processes. - You propose, describe and effectively monitor cross-functional projects based on the needs identified using the various methods of collecting customer feedback (via surveys, direct feedback form stakeholders, feedback from internal teams, or via the sales department or customer service, etc.). - You are part of the "CX Process" team dedicated to improving the customer experience and report to the CX Process Manager. - You will also work very closely with the Operational Communication Officer and with various stakeholders within the organization to create an extraordinary customer experience. Responsabilities: - Documentation and analysis of processes - You formalize business process flows and identify the impact(s) on business processes: describe the process and the business needs for the realization of the project and guarantee that the requests described and proposed meet the initial needs. - You work closely with the CX Designer, CX Insights manager and CX Champions to understand the needs. - Definition, set-up and implementation of processes and process improvements - You interpret business needs and translate these into viable solution proposals and or change requests. - You are accountable for creating user stories content exhaustiveness, in collaboration with Functional analyst) (US details, understandable for IT stakeholders) - You formalize business needs for Change Requests - You follow-up and prioritise change requests with Process Manager - You follow the expected changes with the departments or Pods concerned and guarantee that the request described and proposed meets the initial need. - You write scopes, project initiation documents, change requests,to achieve the ambitions. - You collaborate with the CX communication officer for sharing communication and documentation with business users about new features or processes to maximize appropriate use of the new solution and so that he/she can clearly explain the processes and prepare easy-to-understand instructions. - Management of processes and initiatives - You will function as a liaison between business and IT and represent our team in related meetings. - You set up indicators or objectives and key results allowing us to monitor the efficiency and effectiveness of the process improvements. - You follow the defined roadmap respecting the deadlines as discussed with the CX Process Manager. - You perform UAT on back-office related developments - You ensure the follow-up of actions. - You draw lessons learned for constantly improving our approach. - Project planning - You participate in defining project planning in collaboration with colleagues, stakeholders, PODs and teams. - You discuss, challenge and define prioritization for change requests in collaboration with internal stakeholders. - You ensure proje