JOB DESCRIPTION
Location: Canton, MA (Hybrid)
This is a hybrid position primarily based in Canton, MA. We're committed to your flexibility and wellbeing and our hybrid strategy currently requires three days a week in the office, giving you the option to work remotely for some of your working week. Find out more about our culture of flexible working.
We give you a world of potential
Computershare has an exciting opportunity for a permanent full-time Business Analyst, Voyager to join our dynamic team focusing on digital operations within our customer service operations and call centre environment.
A role you will love
Computershare is embarking on an exciting multi-year transformation program to deliver industry-leading digital platforms and products through our Voyager Program. Our core objective is to deliver a market-leading digital experience for our customers and shareholders for Issuer Services, which will provide a competitive edge in the market for CPU, increased value to our clients, and opportunity for our employees.
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As the Business Analyst, Voyager supporting the Customer Service Value Stream, your primary purpose is to drive the successful implementation of innovative digital solutions that enhance operational efficiency, improve customer experience, and streamline processes. You will collaborate with cross-functional teams to analyze current workflows, identify areas for improvement, and develop strategic plans and detailed requirements to integrate advanced technologies. Your role is pivotal in ensuring that the transformation aligns with business objectives, meets stakeholder expectations, and delivers measurable benefits.
Other key responsibilities include:
- Collaborating with cross-functional teams to gather and analyse data from various digital platforms and operational systems.
- Conducting thorough analysis of key performance indicators (KPIs), customer service metrics, and operational data to identify trends, patterns, and opportunities for improvement.
- Developing and maintaining dashboards, reports, and presentations that provide actionable insights and recommendations to stakeholders and senior management.
- Working closely with IT teams to define data requirements, conduct data validation, and ensure data integrity across systems.
- Monitoring and evaluating the effectiveness of digital tools and technologies used in customer service or call centre operations.
- Identifying areas for process optimization, automation, and efficiency gains to streamline operations and enhance service delivery.
- Leading and supporting the implementation of new digital initiatives, systems, and processes by providing analytical expertise, requirements analysis, functional/UAT testing, and project support.
- Conducting market research and benchmarking to identify industry best practices and emerging trends in digital operations and customer service.
- Assisting in the development of business cases for strategic initiatives, including cost-benefit analysis, risk assessment, and ROI projections.
What will you bring to the role?
- Proven experience as a Business Analyst or Management Consultant within a customer service or call centre environment.
- Strong skills in MS Office (Excel, Word, PPT) and PowerBI or Tableau
- Experience in managing limited resources and conflicting deadlines
Bonus points if you have:
- Bachelor's degree in business administration, Information Systems, Analytics, Data Science, or related field
- Experience in project management (continuous improvement initiatives)
- Experience in relation to the share registry and financial services industry
- Knowledge of the Computershare business and the related stakeholders
- Certification in Business Analysis (e.g., CBAP), Project Management (e.g., PMP), or Management Consulting (e.g., CMC)
Rewards designed for you
Paid parental leave, flexible working and a caring and inclusive culture.
Health and wellbeing rewards that can be tailored to support you and your family, including medical, dental and vision.
Invest in your future with 401k matching and tax-advantaged flexible spending plans, including healthcare, dependent care and commuter.
Income protection. Our package includes short and long-term disability benefits, life insurance and supplemental life insurance.
And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our handbook will help you find out more about our rewards and life at Computershare, visit computershare.com/careers-handbook.
ABOUT US
A company to be proud of
We're a global leader in financial administration with over 12,000 employees across more than 22 different countries. At Computershare, it's more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of our world of opportunities.
A diverse and inclusive place to work
Computershare celebrate the diversity of our people, and we welcome applications from everyone. We believe that having a culture of inclusion is essential in delivering good results. Attracting, retaining, and developing a diverse workforce where employees feel valued, respected, and empowered allows people to reach their full potential. As a business this diversity helps us to better reflect and understand our customers' needs to allow us to drive better outcomes.
We are happy to accommodate individual needs during your application journey. If you require disability accommodations or adjustments, please email us at TalentAcquisition@computershare.com detailing your requirements and contact information.
Computershare is an equal opportunity employer. Qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law.