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Business Analyst
4 months ago
Position Overview
We are seeking a dynamic and innovative Business Analyst to join our Sales Innovation team within the Growth organization at Just Energy. This role will report directly to the Manager, Sales Innovation, and play a critical role in enhancing our sales effectiveness and optimization initiatives. The ideal candidate will possess a unique blend of technical and business acumen, with a strong foundation or the ability to quickly build specialization in AWS, Amazon Connect, IVR technologies, SQL, and the Salesforce CRM platform.
Key Responsibilities
- Sales Optimization Support: Collaborate with various stakeholders across the Growth, technology, and operations teams to support sales effectiveness and customer experience optimization through detailed analysis and optimization strategies. Design and implement A/B tests to help optimize sales funnels across various channels.
- Technology Specialization: Gain or utilize existing knowledge in AWS technologies (CloudWatch, Redshift, Dynamo, SQL, etc.), Amazon Connect, and IVR solutions to support sales and customer engagement strategies. Work with our Data Integration and BI teams to integrate AWS data into SQL databases to enable and unlock data insights from the broader organization who will not interact directly with Amazon web services.
- IVR Product Management Collaboration: Work closely with the IVR Product Management team to enhance IVR effectiveness. Responsibilities include developing key performance indicators (KPIs), reporting, and analytics to assess the impacts of change management, uncover data-driven insights for optimization, and prioritize opportunities for the product roadmap across Acquisition, Retention/Renewal, and Customer Care activities.
- Provide Business Support for IVR and other channels: Collaborate with business partners to gather and define requirements, translate requirements into solutions, coordinate deployment, and aid in evaluating effectiveness post-implementation.
- Salesforce CRM Expertise: Utilize or develop expertise in Salesforce CRM, focusing on administration, reporting, data structure, and configuration to support sales and customer experience activities.
- Software Leveraging: Employ and gain expertise in various tools such as Amazon Connect, Operata, Monet, etc. to monitor and enhance call center productivity.
- Reporting and Analytics: Build and deploy Power BI reports and dashboards to support sales effectiveness and optimization activities.
- Innovation and Entrepreneurship: Exhibit an entrepreneurial spirit with a knack for innovation and a quick learner of new technologies. Demonstrate a proven track record of navigating enterprise-level initiatives. Have a strong passion for identifying and solving problems.
- Multifaceted Role: Function as a self-starter, problem solver, solution engineer, data analyst, and project manager, capable of managing and executing projects end-to-end.
- Experience and Skill Set: Minimum of 2 years of experience in business analysis and data analysis within fast-paced environments. Must have the ability to work through ambiguous problems and develop tactical solutions and recommendations.
Qualifications
- Bachelor's degree in engineering, Business, Information Technology, or related field.
- Minimum of 2 years of experience in business analysis, with a focus on sales optimization/customer experience and data analysis.
- Strong knowledge or the ability to quickly learn AWS, Amazon Connect, IVR technologies, SQL, and Salesforce CRM.
- Proficiency in PowerBI for developing reports and dashboards.
- Experience or ability to design and map processes and call flows using LucidChart, Visio, or other similar applications.
- Excellent problem-solving skills and the ability to work through ambiguous situations.
- Strong communication and collaboration skills, with the ability to work closely with both technical and non-technical teams.
- An entrepreneurial spirit, with a track record of innovation and a quick learner of new technologies.
- Experience in managing enterprise-level initiatives, with the ability to function as a project manager, data analyst, and solution engineer.
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