4.0 - 6.0 years

6 - 8 Lacs

hyderabad

Work from Office

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 Bachelor s 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 Lucidchart, 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

Posted 1 day ago

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Workflow Analyst Amazon

2.0 - 5.0 years

1 - 5 Lacs

Hyderabad

Work from Office

The ideal candidate has a positive attitude and is a result oriented individual with willingness to work in a 24/7 environment. He/She should be able to clearly understand in-scope and out-scope for delivering end product or service, ensures in time delivery of product or service as per customer expectations without gold plating. Creates and adopts standard work methodology for daily work to reduce re-work, manual work, error identification time and waste. Clearly communicates to all stakeholders the Timeline, description of end product or service quality, risks and resources needed and is also able to write good narratives. Good analytical and mathematical skills. Good written and verbal communication skills are required to interface effectively with staff, managements, and various other internal and external customers. Good numerical and analytical skills Demonstrated ability in making real-time effective decisions in uncertain and ambiguous circumstances Demonstrated ability to communicate effectively in a multi-cultural environment Experience with Microsoft Office products and applications Experience with Microsoft Office products and applications

Posted 2 months ago

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