About the Role
The Digital Channels Analyst plays a crucial role in translating business objectives into effective digital channel solutions. In this position, you will work under the guidance of the Digital Channels Executive Analyst and management. Your responsibilities will involve requirements gathering, documentation, journey and process mapping, backlog support, test preparation and execution, as well as channel performance reporting across various customer-facing and internal digital workplace channels.
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Responsibilities
Your responsibilities will include, but are not limited to, the following:
- Gather and document business requirements, user stories, process flows, and customer journeys for digital channel initiatives.
- Manage and improve digital channels and automation, including Microsoft 365, SharePoint, self-service, and conversational channels.
- Support testing and quality assurance, including UAT, test scenarios, defect tracking, and business sign-off.
- Monitor and analyze digital channel performance and KPIs, identifying improvement opportunities based on customer behavior and feedback.
- Coordinate with business, technical teams, and vendors, while ensuring requirements meet regulatory, security, privacy, and brand standards.
Requirements
To apply for this role, please ensure that you meet the following criteria:
- Bachelor’s degree in Computer Science, Information Technology, Software Engineering, Information Systems, or a related discipline.
- Minimum of 4 years of relevant experience.
- Previous experience in Digital Channels.
