Digital Customer Experience Business Analyst

2 days ago

Augusta, Maine, United States AVANGRID , Inc. Full time
Job Summary

The Business Analyst will play a key role in the creation of the digital customer experience journey and product features that provide valuable solutions to our customers.

The successful candidate will contribute to the development of design assets in the form of epics, user experiences, and customer journey maps based on customer research in alignment with the customer digital strategy.

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.

Required Qualifications:

  • 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.

AVANGRID is committed to a diverse and inclusive workplace. AVANGRID is an equal opportunity employer and does not discriminate on the basis of an individual's sex, gender, gender identification, gender expression, race, color, religion, national origin, age, ancestry, genetic information, medical condition, physical or mental disability, marital status, sexual orientation, military or veteran status, or other characteristics or conditions protected by law.

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