Position: CRM and Contact Center Business Analyst
Location: Regional Office, Leading International Insurance Company
Type: Full-time
About Us
Our client is a leading international universal insurance provider with a strong regional presence, committed to delivering exceptional customer experiences through innovative solutions. As part of our ongoing transformation initiatives, we are seeking a dynamic and skilled CRM and Contact Center Business Analyst to join our regional office team. This is an exciting opportunity to contribute to cutting-edge projects that redefine customer engagement and drive business impact.
Key Responsibilities
- Act as a key liaison between business stakeholders and technical teams to deliver integration projects.
- Lead and support the implementation of an OmniChannel solution, unifying multiple CRM systems and voice applications across the region.
- Collaborate with cross-functional teams to design, develop, and deliver customer experience (CX) enhancements.
- Analyze and interpret complex business requirements, ensuring alignment with technical solutions and organizational goals.
- Leverage knowledge of AI and data analytics to identify opportunities for process improvement and automation.
- Provide expertise on Salesforce, Genesys, or similar platforms to ensure optimal performance and user adoption.
- Stay updated on emerging technologies and industry trends to enhance customer engagement strategies.
Ideal Candidate Profile
- Ideally Big 4 consulting background
- Proven experience leading integration projects, particularly in an OmniChannel context.
- Hands-on experience unifying CRM systems and voice applications into a single, cohesive solution.
- A solid understanding of AI technologies and data-driven decision-making.
- Versatile and adaptable, with a track record of delivering results across various types of projects.
- Strong focus on Customer Experience (CX) and the ability to align solutions with user needs.
- A collaborative and engaging personality, demonstrating excellent interpersonal and communication skills.
- Industry experience in banking, financial services, or insurance is highly desirable.
- Proficiency with tools such as Salesforce, Genesys, or comparable CRM and contact center platforms.
What We Offer
- A chance to work with a global leader in the insurance sector.
- A collaborative and innovative work environment.
- Opportunities for professional growth and career advancement.
- Competitive compensation and benefits package.
