Change Business Analyst with Contact Centre Experience

CHANGE BUSINESS ANALYST WITH EXPOSURE TO CUSTOMER DRIVEN CHANGE AND EXPERIENCE OF CONTACT CENTRE OR DIGITAL CHANNELS - BANKING - £450

A leading Retail Bank based in London is seeking a CHANGE BUSINESS ANALYST WITH EXPOSURE TO CUSTOMER DRIVEN CHANGE AND EXPERIENCE OF CONTACT CENTRE OR DIGITAL CHANNELS  to work on a complex project, which offers the opportunity to work in a highly respected organisation.

The role accountabilities are:

To clearly define and ensure continuity/traceability of the functional, non-functional requirements and processes as part of the overall customer contact and service quality improvement programme and specifically support the delivery of defined/allocated projects.

- Translate business operations and objectives into requirement/design documentation to support the aims of the Programme/Project
- Define functional and non-functional requirements
- Champion the customer value of all change including producing customer impact assessments against requirements and cumulatively model the impact of surrounding changes to understand overall customer impact.
- Seek additional customer experience value from all requirements gathering and solutions.
- Act as the virtual external customer and define benefits, limitations and constraints based on the need of the consumer in line with company branding and tone of voice definitions.
- Working with multiple Business Units across a diverse stakeholder group, up to Senior Executive level, with different demands and communication needs
- Able to produce/document project deliverables at all phases from initiation through to closure
- Support defect management and closure to ensure a quality delivery

To be considered for this role you must be able to demonstrate the following skills within financial services (ideally retail banking):

- Exposure to customer driven change
- Experience of contact centre or digital channels - either management or change in these environments
- Voice of the customer
- Net promoter score - management, delivery or change programmes

This is a business change role not a technical/IT position.

To be considered for this role, please submit your CV.

We will contact you within 72 hours if your skills are relevant to our client's requirement.

EA Consulting Group is acting as an Employment Business for this role under the CEAEBR 2003