Deskripsi Pekerjaan
Join Infosys BPM's Digital Team as a Customer Service Domain Consultant and spearhead transformative digital initiatives. You'll bridge the gap between technology and customer experience, driving end-to-end digital transformation strategies that elevate service delivery. This pivotal role requires a blend of analytical prowess, domain expertise, and strategic vision to optimize customer service operations through innovative technological solutions. Collaborate with cross-functional teams to identify pain points, design robust frameworks, and implement cutting-edge digital platforms that enhance customer satisfaction and operational efficiency. Position yourself at the forefront of digital innovation while contributing to Infosys BPM's mission to revolutionize customer service landscapes globally.
Tanggung Jawab
- Analyze customer service processes and identify digital transformation opportunities through data-driven insights
- Collaborate with stakeholders to define business requirements and translate them into technical specifications
- Design and implement digital solutions to enhance customer experience and service delivery efficiency
- Lead end-to-end project lifecycles, from requirement gathering to solution deployment and validation
- Develop comprehensive documentation including process flows, user stories, and system specifications
- Monitor solution performance and provide continuous improvement recommendations
- Facilitate workshops and training sessions to ensure smooth adoption of new systems
Kualifikasi
- Bachelor's degree in Business, IT, Computer Science, or related field
- Minimum 5 years of experience in business analysis, with 3+ years in customer service domain
- Proficiency in requirement gathering methodologies (BPMN, UML) and tools (JIRA, Confluence)
- Strong understanding of CRM platforms (Salesforce, ServiceNow) and digital transformation frameworks
- Experience with data analysis and visualization tools (Tableau, Power BI)
- Certification in Business Analysis (CBAP, PMI-PBA) or Agile methodologies preferred
- Exceptional communication skills with ability to articulate complex technical concepts to diverse audiences