Analyst - Innovation and Solutions III

Job Summary (List Format) :

• Serve as product owner for Customer Contact Center digital products and applications, developing and maintaining documentation, user stories, business requirements, and procedures.
• Collaborate with cross-functional teams on highly visible projects to enhance digital product development and strategy.
• Analyze current product experiences and processes; define future-state capabilities to improve customer and employee experience.
• Support the entire product lifecycle, including writing user stories, business requirements, and participating in agile ceremonies (Story Grooming, Sprint Planning, Daily Standups).
• Manage and prioritize product backlogs; make strategic decisions regarding digital development and process improvements.
• Work closely with UX, IT, QA, and business stakeholders to ensure product features align with objectives and user needs.
• Define, document, and test real-world business use cases; identify and share opportunities for improvement across products, processes, and teams.
• Manage projects by developing project plans, monitoring performance, and communicating effectively with stakeholders.
• Proactively identify and manage interdependencies and risks across projects and programs.
• Ensure successful adoption of new processes and innovations by working with training and change management partners.
• Leverage customer and employee insights to drive data-driven, customer-centric product and process decisions.
• Maintain strong organizational, project management, and communication skills.
• Utilize Microsoft applications (Word, Excel, PowerPoint, Outlook, Teams) for documentation and collaboration.
• Preferred : Experience in process mapping, swim lane exercises, and knowledge of internal business groups.
• Education : Bachelor's degree in Industrial Engineering or Information Technology (or related field).
• Experience : 3-5 years in business analysis, digital product management, or related IT / industrial engineering roles; 1-2 years Agile / Scrum experience.