At a Glance
- Tasks: Analyse customer journeys and enhance technical solutions for improved service.
- Company: Join a leading energy services company focused on innovation.
- Benefits: Attractive salary, flexible working options, and opportunities for professional growth.
- Other info: Dynamic team environment with a focus on Agile methodologies.
- Why this job: Be at the forefront of transforming customer service with cutting-edge technology.
- Qualifications: Experience in customer service and strong technical skills required.
The predicted salary is between 45000 - 55000 £ per year.
Key Responsibilities:
- Understand what currently exists from a technical standpoint in IVR – energy/services side of it.
- Make recommendations on how to re-use/re-purpose that for IVA journey.
- Support product engineers (internal team who is responsible for developing the solution) when they have technical queries.
- Cooperate with enterprise architect and other squads to understand the dependencies and de-risk any technical constraints.
Experience Required:
- Proven experience as a Senior Business Analyst with strong technical background within customer service, contact centre, or customer operations environments.
- Strong background in customer journey analysis and process re-engineering.
- Experience supporting digital and AI-enabled customer service solutions, including automation, assisted service, or self-service.
- Experience working with CRM and contact centre platforms, ideally Salesforce and/or Amazon Connect (or equivalent).
- Experience operating in Agile delivery environments, supporting squads through sprints and releases.
- Exposure to AI tools, conversational analytics, speech-to-text, or intelligent routing.
- Experience within regulated or large-scale consumer services organisations (energy, utilities, telecoms, financial services, retail).
- Demonstrable experience working on failure demand reduction, contact deflection, or channel shift initiatives.
- Experience in customer service, Contact Center.
- Knowledge in Salesforce CRM, configuration, reporting, and dashboard creation.
- Experience working as an Individual contributor.
- Experience of Agile Processes.
- Energy Industry exposure will be an advantage.
Technical Business Analyst employer: Vallum Associates
As a leading player in the energy sector, we pride ourselves on fostering a collaborative and innovative work culture that empowers our employees to thrive. Our Technical Business Analyst role offers not only competitive benefits and opportunities for professional growth but also the chance to work with cutting-edge technology in a dynamic Agile environment. Join us in making a meaningful impact on customer service solutions while enjoying a supportive atmosphere that values your contributions.
We think you need these skills to ace Technical Business Analyst
Technical Analysis
Customer Journey Analysis
Process Re-engineering
Digital Customer Service Solutions
Automation
Assisted Service
Self-Service
