Workflow Analyst

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

About the Job

The Workforce Analyst is responsible for analyzing and optimizing the customer experience across all touchpoints. This role focuses on mapping the end-to-end customer journey, identifying pain points, and developing solutions to improve the overall customer experience. The analyst will work closely with various departments, including marketing, sales, product development, and customer service, to ensure a seamless and efficient customer workflow.

As Workflow Analyst, You Will

Customer Journey Mapping

• Develop and maintain detailed customer journey maps that illustrate the customer experience across all channels (digital, in-store, phone, etc.).
• Identify key touchpoints, customer emotions, and actions at each stage of the customer lifecycle
• Conduct research to understand customer needs, motivations, and behaviors

Workflow Analysis

• Analyze existing workflows and processes related to customer interactions
• Identify inefficiencies and areas for improvement within the current workflows
• Collaborate with cross-functional teams to design and implement optimized workflows that enhance the customer experience

Data Collection and Analysis

• Gather quantitative and qualitative data from various sources, including customer feedback, surveys, usability tests, and performance metrics
• Analyze customer data to identify trends, pain points, and opportunities for improvement

Recommendations and Reporting

• Provide actionable insights and recommendations to enhance the customer experience based on journey mapping and workflow analysis
• Present findings to stakeholders through visualizations, reports, and presentations
• Work with teams to ensure the successful implementation of recommended changes

Collaboration

• Partner with product managers, UX designers, marketing, and other stakeholders to align customer journey improvements with overall business objectives
• Support teams in creating customer-centric strategies that drive customer satisfaction, retention, and loyalty

Continuous Improvement

• Stay updated on industry trends and best practices in customer journey mapping and workflow optimization
• Implement continuous improvements to the mapping and analysis processes to ensure they evolve with customer and business needs

As Workflow Analyst, You Need

• Bachelors degree in Business, Marketing, UX Design, or a related field
• Experience in customer journey mapping, workflow analysis, or process improvement
• Experience with customer journey mapping tools like Lucid chart, Smaply, or Miro
• Knowledge of Lean, Six Sigma, or other process improvement methodologies
• Strong analytical skills with the ability to interpret data and make data-driven recommendations
• Excellent communication skills and the ability to present complex information to diverse stakeholders
• Familiarity with customer experience (CX) tools and software (e.g., journey mapping tools, CRM systems)
• Problem-solving mindset and attention to detail
• Ability to work cross-functionally and manage multiple projects simultaneously