CX Business Analyst

  • Location:
    RTP, North Carolina, US
  • Additional Location(s)
    San Jose, CA or anywhere in USA
  • Area of Interest
    Business Development
  • Job Type
  • Technology Interest
    Big Data, Analytics
  • Job Id

What you'll do

If you are a developing professional looking to learn how customers and partners interact with CX, have a passion for driving Digital Transformation to vastly improve the customer and partner experience - this role is for you!

As a CX Digital Transformation (CXDT) Business Analyst, you will work directly with CX Product Managers, IT/Ops teams and CX Engineering, providing support for our new Customer and Partner Portal initiatives. You will understand all features and requirements, work with CX Product Owners to interface with multiple IT/Ops organizations to scope and assess data dependency deliverables, obtain commitments and track status and progress on deliverables until completion, interfacing with CX Engineering throughout.  You will track all requirements, funding and delivery status for each portal release.

Primary duties will be to participate in requirements-gathering sessions, understand requirements and data needs, and work with IT/Ops to obtain scope, costs, schedule and track deliverables while communicating clearly with the larger organization.

You will regularly present status updates across various organizations. You will work closely with the CXDT on delivery execution and process improvements.

Who you'll work with

We are the CX Digital Transformation team - we support CX. This role will give you great exposure to CX Leadership, processes, data and tools. You will work with CX teams supporting them in managing and delivering their key business objectives on budget.

Who you are

You are a highly motivated professional who loves spreadsheets, understanding CX systems and data and partnering/communicating with the teams you support. You thrive being a team player in a fast-paced, cross-team environment, and you enjoy contributing your best each day while having fun. You want to learn new areas of Cisco, transform processes, and add value in whatever you do.

At a minimum, we require:

·       4+ years of CX experience in customer and/or partner processes and systems

·       Data analytics experience

·       Excel and power-point skills

·       Outstanding communications skills

·       Experience or willingness to be a strong business partner

·       BA/BS in IT, Business or related major

Helpful skills - not required, easy to teach:

·       Agile/Scrum

·       Rally

·       Aha