Project AnalystPosted: November 17, 2009
Project Analyst is responsible for a full range of activities to ensure the operational effectiveness, cost containment, and excellence of the Customer Experience Group. The Project Analyst will identify, map, and analyze inefficient, redundant, and/or missing processes in support of a tactical and/or strategic initiative. The Project Analyst will work with the Customer Experience team and partner with the appropriate Business Unit Leaders to develop, track, analyze, and report on business unit trends to measure success against Client expectations and in support of the Net Promoter Score discipline methodology that is the charter of the Customer Experience Group. The Project Analyst must have a working knowledge of the methodology of project management and lead a number of key projects for the Customer Experience Group.
6 Years of Experience
Strong analytical and project management skills are essential. Must possess a thorough under standing of how to interpret customer business needs and translate them into application and operational requirements. Strong attention to detail without a paralyzing affect.
Thorough knowledge of Customer Loyalty programs and its impact of service delivery on profitability.
Understanding of the Banking Industry and/or Financial Services Industry
Excellent verbal and written communication and follow up skills.
Previous experience in process reengineering and project management.
DUTIES Supports Customer Experience Group Business Unit Leaders in developing and implementing short term and/or longer term tactical and strategic initiatives to support business unit's goals/objectives, e.g., quality assurance, customer experience, operational efficiency/process improvements, and cost reductions across all CEG functional areas.
Partners with all departments in the organization to identify and maximize opportunities to use information and technology to impro ve service delivery, operational efficiency, and business processes.
Develops effective monitoring and reporting tools that measure key performance metrics for the CEG business units. Ensures all productivity metrics are constantly monitored for improvement and corrective action if necessary. Analyzes CEG business unit's activities, and trends against established service standards and best practices to identify organizational strengths, weaknesses, and areas of growth to improve the overall Customer Experience. Provides routine reports, e.g., quality, production, customer service, operational efficiency, market share, reports, etc.
PROJECT MANAGEMENT METHODOLOGY
Works directly with appropriate Customer Experience Business Units and other Business Units that touch the customer to understand the project concept, objectives and approach in support of CEGs prioritized tactical and/or strategic initiatives.
Takes the initiative in an assigned project from original concept through final implementation.
Work with Customer Experience Strategic Initiatives Leader to define project scope, objectives, and timelines for process reengineering initiatives.
Documents current state workflow, identifies gaps, best practices, and works with Customer Experience Strategic Initiatives Leader and other appropriate resources to design a streamlined future state workflow that will positively impact operational effectiveness, process efficiencies, and cost reductions at all customer touch points.
As directed leads continuous process improvement activities. Works with the Customer Experience Strategic Initiative leader to develop a methodology and process that ensures these activities are integrated into the workflow.
Nice to Haves: Working Knowledge of Six Sigma Business Process and an understanding of Best Practices in Customer Loyalty are preferred. Please refer to job code BPA PA FS when responding to this ad.
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