Role description: 

We are looking for a senior profile that is able and willing to maneuver between several roles (Business Analyst, Business Consultant, Functional Analyst, application Expert) in our Digital assisted Services and Automation Agile team. The team is responsible for strengthening agent assisted touchpoints by augmenting the human aspect and by upgrading the interactions with conversational AI. Ensuring that (a)synchronous digital assisted interactions are in line with our channel steering strategies. Technologies used at this moment are Amelia, Qualtrics, Pega and AEM

Job Mission:

To play a pivotal role in optimizing business value by overseeing the end-to-end lifecycle of our assisted services solutions, from conceptualization to implementation. Acting as a bridge between business and technology domains, this role focuses on providing sustainable, future-oriented, and user-friendly solutions aligned with strategic objectives

Roles & Responsibilities:

Solution Development & Implementation: 

• Acts as a bridge between business and technology, translating business needs into functional and non-functional requirements and solutions that are aligned with strategic objectives, ensuring sustainability and user-friendliness
• Coordinates end-to-end solutions and continuous improvement initiatives, evaluating feasibility in alignment with the relevant stakeholders. Supports successful implementation, guides colleagues to overcome implementation issues, and occasionally participates in testing

Solution Evaluation & Documentation:

• Critically evaluates and analyzes business processes, proposing solutions and improvements aligned with stakeholder needs
• Translates above solutions and improvements in clear user stories delivering incremental value

Analysis & Decision Support:

• Analyzes business needs, challenges, and opportunities in collaboration with stakeholders. Determines solution directions, facilitating decisions and ensuring legal compliance. 
• Acts as a point of contact and domain expert, guiding stakeholders in implementing required actions

Skills:

• In-depth knowledge of applications, technology, and business processes.
• Strong understanding of industry trends, best practices, and competitor products/services.
• Analytical thinking with expertise in analysis and solutioning methodology. 
• Technical proficiency and the ability to work on multiple projects simultaneously.
• Excellent communication skills for effective collaboration with internal and external stakeholders.