MasterCard GCCM Business Analyst-1 in O'Fallon, Missouri

Who is Mastercard?

We are the global technology company behind the world€™s fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless ®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.

Job Title

GCCM Business Analyst-1

JOB PROFILE

RESPONSIBILITIES

Develops and maintains strong working relationships with key stakeholders, vendors and other resources to design contact center Customer Experience solutions that address customer needs for established objectives, define functional requirements, test and implement the solution

Investigates advanced customer issues, concerns and requests for enhancements, simulates internal customer issues, and contributes to the design processes and solutions for the contact center that address those needs

Selects, conducts, and makes recommendations on user-centered design techniques and experimental usability studies

Use analytical and quality assurance tools (e.g. process diagrams) to identify and call drivers in an effort to identify opportunities, more efficient methods and customer problems, gather supporting data, and recommend process improvements; works with various work streams and product teams to formulate solutions

Analyzes data from contact center projects and reports on performance relative to success metrics

Demonstrate any applications to be deployed and educate customers on all features and functionality;

Design and configure applications and system integration to meet customer requirements;

Identify and understand how customers will interface with applications in order to define the user experience;

Analyze content and implement best practices for more effective searches, usability, and solution effectiveness;

Identify and analyze content sources and incorporate best practices for content format and storage/organization;

Gain a thorough understanding of the customer€™s objectives, culture, organizational structure, skills, experience, and processes in order define and implement change management within the customer€™s environment;

Assist in the development of training materials as well as design workshop materials; lead and facilitate design workshops and customer training sessions;

Achieve a high level of customer satisfaction through careful planning, creative problem solving, solid expectations management, and effective relationship development;

Contribute to company growth through the creation and sharing of knowledge, lessons learned, and best practices based on project experiences;

In addition to working on billable client projects, the Business Analyst may also assist as needed with pre-sales activities;

JOB SPECIFIC EXPERIENCES

Experience applying contact center business process mapping experience and understands its importance to process excellence

Articulates working knowledge of contact center business processes and consistently takes a practical and fact-based approach to making decisions

Experience using MasterCard tools, systems, and documentations to resolve difficult customer issues, and guiding junior members to MasterCard resources

Experience working at MasterCard contact center facilities and on Customer business locations

BROADENING EXPERIENCES

Experience working on core contact center functions

Experience in building client and vendor relationships and understanding the Customer Experience objectives

Experience working on mid-size projects across functions and exposure managing tactical components of larger projects

Experience providing individual expertise to supplement available tools for customer queries

Demonstrated advanced ability in a specific area of Customer Experience, in addition to general competency across disciplines

TECHNICAL SKILLS

Intermediate Data Analytics

Intermediate IT Business Process

Advanced Requirements Gathering

Intermediate Technical Documentation

Intermediate Project/Solution Management

Intermediate Solution Delivery

Foundational Understand Key Customer Needs

PROFESSIONAL SKILLS

Intermediate Business Acumen

Intermediate Future Focus

Intermediate Global Perspective

Intermediate Innovation and Thought Leadership

Intermediate People Leadership

Intermediate Personal Influence

Equal Opportunity Employer
Requisition ID: R-53200