Business Analyst (Customer Services & Customer Experience)

Responsibilities

Process Improvement and Transformation

• Works across team in CSM to deliver best practice solutions, provide insight into the solution design and recommend aligning with operational requirements.
• Hands-on and be a go to person in providing solutions and act as a role model for the team by always demonstrating the high standard in business, digital led transformation.
• Produce project status update, presentation for internal and external stakeholders on project performance.
• Has some understanding of technical challenges to be able to identify issues and concerns for troubleshooting as well as opportunities for improvement
• Ensuring satisfaction on project delivery and performance
• Establishing & maintaining good relationships with stakeholders and other professionals
• Other duties as assigned

Qualifications:

• Bachelor or Master degree in computer science, information technology, computer engineer
• At least 5 years of work experience as a Project Manager role with process improvement experiences
• Ability to lead, interact with all levels of business.
• Ability to present ideas, problem solve, and adapt in response to changing requirements.
• Ability to manage external vendor performance to achieve strategic business goals, and to implement the designed solutions, improvements.
• Strong communication skills in both persuasion and presentation
• Ability to manage multiple tasks, meet deadlines & goals, and prioritize effectively.
• Excellent management, interpersonal, communication and team-building skills
• Sound understanding of digital technology and the latest digital trends.
• (e.g., RPA, OCR, NPL, NLU, Voice Bot, Chatbot, Gen AI)
• Proficient command of both English and Thai language