Job Title: Lead Digital Customer Business Analyst
Reports to: Senior Product Owner
Company: CMP
Department/Organization: Customer Experience & Digital Strategy
The Business Analyst will assist in the creation of the digital customer experience journey and product features that provide valuable solutions to our customers.
The business analyst will contribute to the development of design assets in the form of epics, user experiences, and customer journey maps based on customer research in alignment with the customer digital strategy.
Finally the business analyst will assist in feature prioritization and the capture of relevant details. Working as part of a pool of resources across the Digital CoE, the post holder may be required to work on a stand-alone basis, or as part of larger teams that will be responsible for carrying out detailed analysis and design across multiple customer journeys.
Key Responsibilities
- Partner with customer experience strategy team members and the business to develop customer features and functionality documentation for project initiatives.
- Serve as a subject matter expert while defining user requirements with business partners and designing robust solutions.
- Make recommendations about how the company can increase product adoption rates by providing appropriate information and services to customers in digital channels and promotions.
- Document design and project specification creation, product requirements, support customer promotion planning and development of communications plans inclusive of job aids and training plans for internal teams.
- Develop customer journey maps, user stories and stock the product backlog, define acceptance criteria, create workflows, navigation maps and specifications.
- Assist Product Managers in the management and grooming of user stories in the product backlog Help manage JIRA boards (or similar agile software), and participate in daily stand-ups with the digital teams.
- Engage with project manager(s) throughout the project lifecycle to promptly address questions and concerns.
- Triage and prioritize incoming requests against existing project backlog.
- Creates and maintains documentation including requirements, design, and end-user manuals, provides needed reports as applicable.
Required Qualifications
- Bachelor’s degree in a relevant field with 7 years of relevant business experience required
- At least 5 years of relevant project management experience
- Working knowledge of several utility business areas preferred (e.g. Electric Operations, Gas Operations, Customer Service)
- PMI certification (PMP, PMI-ACP or other Agile certification, PMI-CAPM) preferred
Preferred Qualifications
- Experience with Project Management techniques and applications including JIRA and the agile development process.
- Customer-facing experience and digital product development experience.
- Has strong oral and written communication skills, and can convey information clearly and concisely.
- Strong research skills, analytical abilities, and technical savvy with problem-solving strengths.
- Ability to document requirements formally or informally depending on the need of the project.
- Excellent organizational skills, time management skills, and teamwork building.
- Microsoft Suite & SharePoint
- Project management (individual, multiple, simultaneous, linked projects).
- Project planning for unique, one-time initiatives
- Negotiation/dispute resolution
Competencies (this is standard for all jobs)
- Growth & Continuous Improvement
- Initiative & Change
- Focused on Results
- Customer Centric (internal and/or External)
- Communication
- Collaboration
- Leadership (people managers/leaders)
Disclaimer (this is standard for all jobs)
AVANGRID is committed to a diverse and inclusive workplace. AVANGRID is an equal opportunity employer and does not discriminate on the basis of an individual’s sex, gender, gender identification, gender expression, race, color, religion, national origin, age, ancestry, genetic information, medical condition, physical or mental disability, marital status, sexual orientation, military or veteran status, or other characteristics or conditions protected by law.
AVANGRID’s employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. At AVANGRID we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law.
If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at careers@avangrid.com
