Strategic Initiatives Business Analyst

The Strategic Initiatives Business Analyst at GHX is responsible for implementing new strategic initiatives within the Customer Care and Managed Services (CC&MS) team. This role involves operationalizing strategy for new products, services, and technology, working cross-functionally with Product, Customer Care, Managed Services, Technology, and GHX India. Key duties include evaluating business processes, documenting flows, implementing automation, analyzing data, and developing KPIs to measure initiative success.

Must Have

• Evaluating business processes, uncovering areas for improvement, and developing and implementing solutions within Customer Operations
• Document existing and future business process flows across various systems
• Source, implement, and monitor technology improvements to scaling across the business’ for automation opportunities
• Gather and analyze data from various sources to support strategic decision-making
• Develop and maintain key performance indicators (KPIs) to measure the success of strategic initiatives
• Collaborate with different departments and teams to understand their needs, challenges, and opportunities
• Evaluate corporate systems initiatives and determine best method for implementation
• Facilitate workshops and meetings to gather input and insights from stakeholders
• Create project plans, timelines, and milestones to facilitate initiative implementation
• Provide regular updates on the progress of strategic initiatives to relevant stakeholders
• Monitor and evaluate the performance of implemented initiatives, recommending adjustments and improvements as necessary
• Conduct scenario analysis to assess the impact of different variables on project outcomes
• Experience with CRM tools such as Salesforce
• Successful experience implementing automation tools
• Proven experience as a business analyst or in a similar analytical role
• Strong analytical skills with the ability to interpret complex data sets
• Excellent communication and presentation skills
• Familiarity with business intelligence tools and data visualization techniques
• Ability to work collaboratively in a team and across different functional areas
• Strategic thinking and problem-solving capabilities
• BS. degree in Computer Science, MIS, Engineering, or related discipline/experience, or a combination of education and related work experience
• 2+ years' work experience

Good to Have

• Project management experience

Role Summary:

The Strategic Initiatives Business Analyst is responsible for the implementation of new strategic initiatives within the Customer Care and Managed Services (CC&MS) team. The individual will work with the Strategic Business Initiatives Business Partner to own the process to operationalize strategy as it relates to new products, scope of services and technology. The role provides input into CC&MS strategy as it relates to automation, efficiency, product growth and knowledge management. The individual works cross functionally across Product, Customer Care, Managed Services, Technology and GHX India.

Roles & Responsibilities:

• Evaluating business processes, uncovering areas for improvement, and developing and implementing solutions within Customer Operations
• Document existing and future business process flows across various systems
• Source, implement, and monitor technology improvements to scaling across the business’ for automation opportunities.
• Gather and analyze data from various sources to support strategic decision-making.
• Develop and maintain key performance indicators (KPIs) to measure the success of strategic initiatives.
• Collaborate with different departments and teams to understand their needs, challenges, and opportunities.
• Evaluate corporate systems initiatives and determine best method for implementation
• Facilitate workshops and meetings to gather input and insights from stakeholders.
• Create project plans, timelines, and milestones to facilitate initiative implementation.
• Provide regular updates on the progress of strategic initiatives to relevant stakeholders.
• Monitor and evaluate the performance of implemented initiatives, recommending adjustments and improvements as necessary.
• Conduct scenario analysis to assess the impact of different variables on project outcomes.

Required Skills:

• Experience with CRM tools such as Salesforce
• Successful experience implementing automation tools
• Proven experience as a business analyst or in a similar analytical role.
• Strong analytical skills with the ability to interpret complex data sets.
• Excellent communication and presentation skills.
• Project management experience is desirable.
• Familiarity with business intelligence tools and data visualization techniques.
• Ability to work collaboratively in a team and across different functional areas.
• Strategic thinking and problem-solving capabilities.

Required Experience

• BS. degree in Computer Science, MIS, Engineering, or related discipline/experience, or a combination of education and related work experience
• 2+ years' work experience