Digital Customer Experience Business Analyst
6 days ago
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.
- 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.
- 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.
- Growth & Continuous Improvement.
- Initiative & Change.
- Focused on Results.
- Customer Centric.
- Communication.
- Collaboration.
- Leadership.
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