Lead Digital Business Operations Analyst

About This Team:

Job Description/Responsibilities:

• Support strategic initiatives developed by the leadership team to improve business performance.

• Collect, analyze, and interpret data, including call logs, ticketing systems, feedback, and performance metrics.

• Assess current processes, workflows, and procedures to identify areas for optimization. Propose and implement process improvements to streamline operations, increase efficiency, and improve customer satisfaction.

• Identify opportunities for improvement in existing tools and technologies. Collaborate with IT and software development teams to implement system enhancements or recommend new technologies to support operations.

• Collaborate with stakeholders, including managers, agents, and cross-functional teams, to gather business requirements for system enhancements, process changes, and initiatives.

• Create reports and visualizations to communicate key c metrics (and insights to stakeholders).

• Develop and maintain a detailed project schedule, which includes administrative tasks while ensuring adherence to deadlines.

• Organize and facilitate project-related meetings, including the creation of agendas, preparation of materials and relevant documentation.

• Analyze the end-to-end customer journey and identify touchpoints where process can be improved. Develop customer journey maps and recommend strategies to enhance the overall customer experience.

• Stay updated with industry best practices and emerging trends in customer service/ITSM and bring innovative ideas to enhance the customer experience.