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CX Business Analyst

2 months ago

Boston, United States Hellman & Friedman Full time
About SimpliSafe

We're a high-tech home security company that's passionate about protecting the life you've built and our mission of keeping Every Home Secure. And we've created a culture here that cares just as deeply about the career you're building. Ours is a no-ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those whom we protect. We don't just want you to work here. We want you to grow and thrive here.

We're embracing a hybrid work model that enables our teams to split their time between office and home. Hybrid for us means we expect our teams to come together in our state-of-the-art office on two core days, typically Tuesday and Wednesday, to work together in person, and teams can choose where they work for the remainder of the week. We all benefit from flexibility and get to use the best of both worlds to get our work done.
Why are we hiring?

Well, we're growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we disrupt the home security space and relentlessly pursue our mission of keeping Every Home Secure.
What You'll Do

As a Business Analyst, you'll play a pivotal role in connecting business needs with technical solutions within the Customer Experience (CX) organization. You will work closely with various CX stakeholders to translate business requirements into actionable plans, develop user stories, and align on strategic initiatives. This involves facilitating cross-functional communication, preparing detailed documentation, and contributing to strategic planning. Additionally, you'll support project management, ensure timely delivery of initiatives, and identify opportunities for process improvements to enhance both agent and customer experiences.
Primary Responsibilities Include

Requirements Gathering:
  • Collaborate with business stakeholders across various departments to understand their needs and translate them into detailed, actionable business requirements.
  • Develop clear and concise user stories, use cases, and acceptance criteria to guide development efforts.
Cross-Functional Collaboration:
  • Work closely with Customer Experience, Engineering, Product, and other relevant teams to ensure alignment on project objectives and requirements.
  • Act as a liaison between business stakeholders (at all levels) and technical teams to ensure clear communication and understanding of project goals.
  • Facilitate regular meetings and workshops to gather feedback, resolve issues, and refine requirements throughout the project lifecycle.
Documentation:
  • Prepare comprehensive documentation of business processes, requirements, and findings to support project development and implementation.
  • Maintain up-to-date records of all project-related documentation, including process flows, system specifications, and user manuals.
Strategic Planning:
  • Contribute to the development of CX strategies and roadmaps by providing insights and recommendations based on data analysis and business needs.
  • Support long-term planning by identifying opportunities for process improvements and system enhancements.
  • Assist in prioritizing initiatives based on business impact, feasibility, and resource availability.
Project Management:
  • Assist in managing projects (varying in scope and complexity) from inception to completion, ensuring that timelines and deliverables are met.
What You'll Bring
  • Bachelor's in Business Administration, Information Systems, or related field.
  • 4-6 years as a Business Analyst, ideally within a customer centric environment.
  • Proficiency in requirements gathering, process mapping, and documentation to bridge the gap between non-technical and technical teams.
  • Strong communication and problem solving skills; ability to thrive on cross-functional teams.
  • Experience in UAT to validate solutions against business requirements and user needs.
  • Proven ability to manage relationships with stakeholders, including executives, to ensure project success.
  • Sharp analytical skills; adept at data analysis and trend identification.
  • Knowledge of project management methodologies is a plus.
What Values You'll Share
  • Customer Obsessed - Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them.
  • Aim High - Always challenging ourselves and others to raise the bar.
  • No Ego - Maintaining a "no job too small" attitude, and an open, inclusive and humble style.
  • One Team - Taking a highly collaborative approach to achieving success.
  • Lift As We Climb - Investing in developing others and helping others around us succeed.
  • Lean & Nimble - Working with agility and efficiency to experiment in an often ambiguous environment.

We wholeheartedly embrace and actively seek applications from all individuals, no matter how they identify. We are committed to cultivating a diverse and inclusive workplace, and we believe our work is enriched when we incorporate a multitude of perspectives, backgrounds, and experiences. We want everyone who works here to thrive and contribute to not only our mission of keeping every home secure, but also to making our workplace safe and supportive for others. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact [redacted].