Workflow Analyst
- IntouchCX
- 4 - 6 years
- Hyderabad
- 3 months ago
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Job Description
- 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
- 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
- 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
- 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
- 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
- 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
- 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
Job Classification
Industry: BPM / BPOFunctional Area / Department: Quality Assurance,
Role Category: Business Process Quality
Role: Quality Analyst
Employement Type: Full time
Contact Details:
Company: IntouchCXLocation(s): Hyderabad
Keyskills: Workflow Analyst Analytical skills Process improvement Data collection Customer service Customer experience Continuous improvement Workflow analysis CRM Lean six sigma
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IntouchCX
About company *IntouchCX Intouchcx is a global customer care and technology company that provides value- driven, future-forward solutions. For over 20 years, we have been the people and technology behind the worlds biggest brands, empowering human potential through our artificial intelligence di...
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