Business Analyst Assisted Channels Milano

Business Analyst Assisted Channels
Milano
Lombardia, Milano

The Business Analyst Assisted Channels, working as a Customer Journey Expert in Agile Way of Working, has end-to-end responsibility for the development, management, harmonization and phasing out of Contact Center platform with a view to achieve an optimum customer experience.

In particular he is responsible for day-to-day platform functionals support and management in terms of callflows, routing, users management and manage new functionalities as well as being the business SPOC for Incidents

The person will work in a squad within ING's Agile organization, and, together with other team members, develops and leads execution of a digital content strategy that supports growth, redesign and transformation of the assisted channels of the Bank in terms of new assets and processes.

Position requires excellent communication skills, excellent knowledge of written and spoken English, an orientation to detail and process, ability to work and maintain composure under tight deadlines, expertise in translate business requirements into IT requirements, knowledge of the way of working in the contact centre channels, as well as knowledge about usability/user experience principles and best practices.

This position also demands ability to work collaboratively in multi-functional and international teams.

**Key responsibilities**:

- Translates business requirements in IT requirements, providing all the information needed for development phase

- Knows IT processes and ensures the Definition of Ready for Sprint in terms of IT dependencies and risk

- Contact Center platform management

- Design with the business - in a structured way - the new functionalities to contribute to Customer Service technological development

- Be able to read, review & optimize the callflows created and support the Feature Engineer in doing so.

- Validate together with business functionalities according to strategic operating models

- Functional test definition and execution support

- Training of the end users

- Creation of functional documentation

**Requirement and experience

- Bachelor's degree in communications, economics, marketing or engineering

- 3-5 years of experience as a business analyst within financial industry/ telco industry/ consulting industry and within an international and complex environment

- Experience of IT project and working effectively across functions (e. g.

Sales areas, Legal, Compliance, Contact Center, Privacy)

- Experience on Digital Process and Digital Capabilities related to Assisted Channels

- Creative minded with an ability to conceive interesting ideas for new content

- Experience in creation of functional documentation

- Fluent Italian and English language

- Manage different business and IT stakeholders

**Duration**: Permanent

**Work location**:Milan