Digital Customer Experience Business Analyst

6 days ago


Augusta, Maine, United States AVANGRID , Inc. Full time
About the Role

AVANGRID, Inc. is seeking a highly skilled Digital Customer Experience Business Analyst to join our team. As a key member of our organization, you will play a critical role in shaping the digital customer experience journey and developing product features that provide valuable solutions to our customers.

Key Responsibilities
  • Partner with customer experience strategy team members and the business to develop customer features and functionality documentation for project initiatives.
  • Serve as a subject matter expert while defining user requirements with business partners and designing robust solutions.
  • Make recommendations about how the company can increase product adoption rates by providing appropriate information and services to customers in digital channels and promotions.
  • Document design and project specification creation, product requirements, support customer promotion planning and development of communications plans inclusive of job aids and training plans for internal teams.
  • Develop customer journey maps, user stories and stock the product backlog, define acceptance criteria, create workflows, navigation maps and specifications.
  • Assist Product Managers in the management and grooming of user stories in the product backlog.
  • Help manage JIRA boards (or similar agile software), and participate in daily stand-ups with the digital teams.
  • Engage with project manager(s) throughout the project lifecycle to promptly address questions and concerns.
  • Triage and prioritize incoming requests against existing project backlog.
  • Creates and maintains documentation including requirements, design, and end-user manuals, provides needed reports as applicable.
Requirements
  • Bachelor's degree in a relevant field with 7 years of relevant business experience required.
  • At least 5 years of relevant project management experience.
  • Working knowledge of several utility business areas preferred (e.g. Electric Operations, Gas Operations, Customer Service).
  • PMI certification (PMP, PMI-ACP or other Agile certification, PMI-CAPM) preferred.
Preferred Qualifications
  • Experience with Project Management techniques and applications including JIRA and the agile development process.
  • Customer-facing experience and digital product development experience.
  • Has strong oral and written communication skills, and can convey information clearly and concisely.
  • Strong research skills, analytical abilities, and technical savvy with problem-solving strengths.
  • Ability to document requirements formally or informally depending on the need of the project.
  • Excellent organizational skills, time management skills, and teamwork building.
  • Microsoft Suite & SharePoint.
  • Project management (individual, multiple, simultaneous, linked projects).
  • Project planning for unique, one-time initiatives.
  • Negotiation/dispute resolution.
Competencies
  • Growth & Continuous Improvement.
  • Initiative & Change.
  • Focused on Results.
  • Customer Centric.
  • Communication.
  • Collaboration.
  • Leadership.


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