1+ months

Product Analyst - VOICE IVR US

Tempe, AZ 85281
  • Job Code
    210300435

As a member of CCVoice, the employee will work with Interactive Voice Response (IVR) teams, line of business, IT, Analytics and other partners in support of the Mortgage/Card/Auto/Retail IVR Voice products. The team develops customer experience insights, identifies self-service and automation improvements and engages with the business to support operational goals and strategy. The expectation of the employee is to be responsible for product management of IVR solutions, analyzing key metrics and value benefit, IT expense, change requirements/stories creation ,evaluating customer survey responses and competitor analysis, product change delivery, production environment support and formation of IVR COE practices.

Core responsibilities include: As a member of CCVoice, the employee will work with Interactive Voice Response (IVR) teams, line of business, IT, Analytics and other partners in support of the Mortgage/Card/Auto/Retail IVR Voice products. The team develops customer experience insights, identifies self-service and automation improvements and engages with the business to support operational goals and strategy. The expectation of the employee is to be responsible for product management of IVR solutions, analyzing key metrics and value benefit, IT expense, change requirements/stories creation ,evaluating customer survey responses and competitor analysis, product change delivery, production environment support and formation of IVR COE practices.

  • Develop business knowledge of the functional area and processes to understand customer needs, behaviors, data and systems information to support Call Center functions.
  • Use IVR data measurements and analyze behaviors and performance
  • Change delivery, solution management, analysis, testing and client communications.
  • Collaborate with partners on the creation of business case benefits
  • Discover and create business requirements and agile epics/stories, collaborating with the business, support partners and agile delivery teams through implementation.
  • Create solution support documentation including process work flows, solution interaction flows (call flows), and design documents.
  • Perform solution testing in change delivery and production validation.
  • Follow and maintain current processes and procedures keeping in line with structured controls.
  • Identify recommendations to improve solution & customer experience, targeting customer & operational efficiency gains.

Qualifications:

  • Knowledge of CCB servicing and Fraud applications a plus.
  • Preferred: 2+ years working knowledge of contact center operations, performance reporting or technology solutions
  • Demonstrated experience with business analysis, problem identification and resolution
  • Solid understanding of contact center metrics, drivers and customer behaviors
  • Preferred: Knowledge of IVR and contact center solution industry practices, competitor practices and service solution innovation insights
  • Ability to communicate to a wide range of users, levels of management and IT providers (Excellent verbal and written communication skills)
  • Excellent multitasking, time management, organizational and planning skills
  • Strong work ethic and ability to work independently as well as eager to collaborate in a team environment
  • Demonstrated ability to adapt to constantly changing needs
  • Bachelor™s degree preferred but not required

Technical Skills:

  • Experience with Business Analysis, Problem Identification & Problem Resolution.
  • Experience executing as Business Analyst or Product Owner role in Agile delivery and Waterfall environment.
  • Experience working with SharePoint, Confluence, and JIRA.
  • Strong experience using core Microsoft applications (PowerPoint, Word, Excel)
  • ++Experience using Microsoft Visio, SQL a plus

Keyword: card%20services

As a member of CCVoice, the employee will work with Interactive Voice Response (IVR) teams, line of business, IT, Analytics and other partners in support of the Mortgage/Card/Auto/Retail IVR Voice products. The team develops customer experience insights, identifies self-service and automation improvements and engages with the business to support operational goals and strategy. The expectation of the employee is to be responsible for product management of IVR solutions, analyzing key metrics and value benefit, IT expense, change requirements/stories creation ,evaluating customer survey responses and competitor analysis, product change delivery, production environment support and formation of IVR COE practices.

Core responsibilities include: As a member of CCVoice, the employee will work with Interactive Voice Response (IVR) teams, line of business, IT, Analytics and other partners in support of the Mortgage/Card/Auto/Retail IVR Voice products. The team develops customer experience insights, identifies self-service and automation improvements and engages with the business to support operational goals and strategy. The expectation of the employee is to be responsible for product management of IVR solutions, analyzing key metrics and value benefit, IT expense, change requirements/stories creation ,evaluating customer survey responses and competitor analysis, product change delivery, production environment support and formation of IVR COE practices.

  • Develop business knowledge of the functional area and processes to understand customer needs, behaviors, data and systems information to support Call Center functions.
  • Use IVR data measurements and analyze behaviors and performance
  • Change delivery, solution management, analysis, testing and client communications.
  • Collaborate with partners on the creation of business case benefits
  • Discover and create business requirements and agile epics/stories, collaborating with the business, support partners and agile delivery teams through implementation.
  • Create solution support documentation including process work flows, solution interaction flows (call flows), and design documents.
  • Perform solution testing in change delivery and production validation.
  • Follow and maintain current processes and procedures keeping in line with structured controls.
  • Identify recommendations to improve solution & customer experience, targeting customer & operational efficiency gains.

Qualifications:

  • Knowledge of CCB servicing and Fraud applications a plus.
  • Preferred: 2+ years working knowledge of contact center operations, performance reporting or technology solutions
  • Demonstrated experience with business analysis, problem identification and resolution
  • Solid understanding of contact center metrics, drivers and customer behaviors
  • Preferred: Knowledge of IVR and contact center solution industry practices, competitor practices and service solution innovation insights
  • Ability to communicate to a wide range of users, levels of management and IT providers (Excellent verbal and written communication skills)
  • Excellent multitasking, time management, organizational and planning skills
  • Strong work ethic and ability to work independently as well as eager to collaborate in a team environment
  • Demonstrated ability to adapt to constantly changing needs
  • Bachelor™s degree preferred but not required

Technical Skills:

  • Experience with Business Analysis, Problem Identification & Problem Resolution.
  • Experience executing as Business Analyst or Product Owner role in Agile delivery and Waterfall environment.
  • Experience working with SharePoint, Confluence, and JIRA.
  • Strong experience using core Microsoft applications (PowerPoint, Word, Excel)
  • ++Experience using Microsoft Visio, SQL a plus

Keyword: card%20services

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Product Analyst - VOICE IVR US

JPMorgan Chase & Co.
Tempe, AZ 85281

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