Customer Experience Specialist / Business Analyst

Consult with business stakeholders and leadership to understand strategic goals, objectives, processes, and systems Clearly define user needs, problems, opportunities, and solutions for improvement and document these requirements Employ techniques like SWOT analysis, risk analysis, and data modelling through analysis Communicate effectively across business and technology teams to align on optimal solutions Create user stories, acceptance criteria, process flows, and other artifacts to convey requirements Preparation of test documentation which includes test cases and test data Acceptance testing needs to be done to ensure that the product meets the business requirements Continuously refine solutions to meet changing business landscape and objectives Monitor implementation of solutions to ensure adherence to requirements Evaluate and measure the performance of business systems Recommend and drive enhancements Stay up-to-date on emerging technologies and methodologies relevant to the role Take ownership of key customer experience initiatives, ensuring that the business executes these strategies effectively and measures their success Help design and implement customer-centric strategies that focus on improving customer loyalty, reducing turnaround time of deliverables, and driving revenue growth. Excellent analytical, conceptual, and critical thinking skills Strong technical aptitude and ability to liaise between business and IT Excellent written and verbal communication abilities Comfortable interfacing with various stakeholders at all levels Proficiency with BA tools like SQL, Visio and software requirements tools Ability to work accurately and be detailed orientated Ability to work independently and under pressure Capable of quickly adapting to client subject knowledge Relevant tertiary qualification in Business, IT or any related field At least 1-10 years of experience as a Business Analyst or in a related role Microsoft Visio or other business modelling skills Ability to handle multiple projects simultaneously Problem-solving and analytical skills Demonstrate sound written and verbal communication skills At least 1 - 3 years of experience in Microsoft SQL Experience with data analysis and database management Experience with briefing senior managers on analysis findings Previous experience in collaboration tools like Jira and Confluence is a plus

Location: Somerset West, ZA

Posted Date: 3/11/2025