Establish and develop relationships of trust with all stakeholders.
Research, analyze, document, and understand existing business processes underlying our current customer experiences
Conduct research to identify, document, prioritize and present the pain points of the customer experience with current processes
Collaborate with data analysts to perform quantitative analyses to confirm identified issues and explore new business opportunities
Passionately pursue the improvement of the digital user experience that generates revenue to the business, includes reporting and analysis
Collaborate in the definition of the criteria for product success, performance, effectiveness, and efficiency
Assess and analyse the customer experience and business processes using surveys, analytics and customer-focused metrics to ensure continuous improvement and data-driven optimization
Work closely with the other departments and the CX designers to create an optimal customer experience
Ensure the impact of the proposed business requirements and solutions on the systems is identified and understood by the technical specialists
Ensure that products, processes, and solutions are aligned with the Customer Experience strategy
Support business case creation, gathering requirements and information from various business units and stakeholders; Be an active member of the business transformation
Apply best practices in methodology and analysis when conducting research and process mapping
Conduct benchmarking, monitor industry trends and the competitive landscape to identify market trends and bring fresh ideas to the table
Participate actively in the dynamics and improvement projects of the Customer Experience team
Collaborate with your peers to maintain a level of consistency across products and processes, contributing to the growth of the team’s best practices, tools and processes; Be an inspirational and motivational colleague
Participate and lead in various knowledge-sharing activities
Contribute to the collaborative and stimulating work environment
Be a change agent & Agile mindset promoter
Be connected to the industry to know tendencies and suggest innovative ideas Your qualifications:
Bachelor's degree in Business Administration or Engineering; A Master's degree in a relevant field would be an asset
At least five years of experience in business analysis a related field
Solid understanding of business process redesign concepts and process improvement techniques
Skills in research, analysis, synthesis, process mapping and documentation
Ability to prioritize and manage multiple strategic projects simultaneously
Proven experience in agile projects (Scrum, Kanban)
Proficiency with tools for process mapping (Lucid chart, Visio), and project management (Azure DevOps, Jira)
Understanding of digital customer experience concepts; Soft skills
Desire to play a major role in transforming a service-centred corporate culture
Strong sense of leadership with respect to process improvement initiatives
Ability to collaborate and communicate with other teams and project stakeholders
At ease in a fast-paced & changing environment with the ability to prioritize work and meet deadlines
Demonstrated ability to work independently and maintain good relationships with cross-functional stakeholders
Enter any additional Skills/Expertise/Qualifications that are required for this position : We are looking for business analysts that are more business than functional, experience in agile product development is highly preferred, candidates must have experience in conducting interviews & workshops with stakeholders for requirement elicitation, process mapping, requirement / use cases documentation, etc. IIBA or PMI certifications such as, ECBA, CCBA, PMI-BA, it will be an asset Preference for candidates with the ability to speak French.