Req ID: 298607
NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a Senior Business Analyst - Contact Centre Transformation to join our team in Dublin, Dublin (IE-D), Ireland (IE).
Overview
We are looking to recruit an experienced Business Analyst (Contact Centre Transformation) to join our Financial ServicesAdvisory Practice, working on a wide range of contact Centre Transformation projects/programmes. The individual will have experience of working on digital transformation and strategic change projects, responsible for the successful planning, execution, monitoring, control and closure and delivery for our Banking partners.
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Responsibilities
- Engage with business users, understand problem statement, and agree scope of engagement
- Interview product owners to understand as-is business processes and then develop customer-driven to-be processes
- Support the Business by documenting process models and identify opportunities for improvement
- Ability to map customer experience using tools like personas, customer journeys etc.
- Gather and analyse statistical data from the business areas for supporting business case for change
- Research and analyse best in class industry processes to support digitization & simplification of customer journeys
- Support the Business in planning and designing digital strategies encouraging customer retention and customer loyalty
- Bring in industry experience and thought leadership to advise on trends, future operating models and best in class journeys
- Develop a deep understanding of the business context and marketplace that our business stakeholders are operating in
- Employ process modelling techniques to capture requirements. Work hand-in-hand with the Product Owner and Development teams in order to deliver process improvements
- Work with multiple product owners to write & develop clear, non-implementation specific epics, user stories and acceptance criteria
- Support and contribute to the metrics driven culture within our function
Experience
- 10+ years of BA experience working in Banking / Financial services. At least 3 years working on a contact centre transformation program
- Consulting background preferrable.
- Strong experience in Contact Centre Transformation preferabley for banking customers.
- Design thinking, ability to manage multiple stakeholder expectations, communicate in a clear non-ambiguous manner, conduct requirements workshops, drive decision making
- Experience in documenting business case, business process modelling, requirement elicitation through workshops
- Manage projects from inception through design to delivery
- An IT background with a solid grounding in technology
- Experience of working in both Agile & waterfall SDLCs
About NTT DATA Services
NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.
NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law. To learn more, please visit https://us.nttdata.com/en/about-us/content/diversity-and-inclusion. Furthermore, NTT DATA Services will make accommodations for eligible applicants on a case-by-case basis. Please email EEOOfficer@nttdata.com for assistance.
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About NTT DATA
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com
NTT DATA is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.
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