Client Experience Analyst, Global Service Delivery Operations Brand: Estée Lauder Companies
Reporting directly to the Director, Client Experience, Global Service Delivery Operations, role serves as a liaison among business partners and other stakeholders to effectively analyze, communicate and validate functional and system requirements for changes to business processes and systems. This position collaborates with internal and external resources to recommend and implement solutions that will enable the business to achieve its goals.
This position will assist with management of requirements, testing and stakeholder communication for regional and global enhancements to Salesforce Service Cloud. The individual will assist with the overall enhancement process and help to ensure work is on-track through the lifecycle, which will require a working understanding of multiple projects simultaneously. The role will prepare functional documentation, work with communications team prepare communications to accompany releases.
Roles and Responsibilities
Partners closely with senior leadership across the organization in order to drive effectiveness, customer experience Under general supervision, collaborates and consults with internal client groups to understand complex international business needs, perform analysis and assist in designing solutions and documenting requirements.
Meets with clients to gather and document effective business requirements. Maps and analyzes end-to-end business processes as part of overall documentation.
Works with appropriate technical resources (internal IT or third party) to translate business requirements into system requirement specifications consistent with the needs of the business.
Makes recommendations on new solutions or enhancements based on assessment of business requirements in alignment with overall business and technology strategy.
Supports implementation of new system solutions or enhancements to existing systems with appropriate change management and minimal rework.
Assist with establishing Test Cases/Scripts and coordinate Testing of Enhancement and assists with testing and quality assurance activities and documents results for supported systems.
Works closely with client groups to effectively align and utilize full system capability to meet business objectives. Responsible for application and knowledge transfer to properly support team upon completion of project implementation phase.
Assist in the implementation and search for opportunities to continuously improve Salesforce Service Cloud with the internal and external customer experience in mind
Work with on/offshore developers or on/offshore technical lead to develop reports, interfaces, and enhancements.
Support with updating and maintaining functional documentation for existing functionality and Provide guidance to Business Owners on writing baseline requirements for enhancements
Coordinate and prepare communications to stakeholders when enhancements are released to Production
Analyze user access issues to Portal forms against the Portal Security Matrix and determine if update to PSM is required and make recommendation to the business for change.
Work closely with GBS leads on managing and integrating co-creators/influencers across the organization with a priority focus on retail VOC.
Other duties as assigned.
Minimum 2-4 years of business analysis or relevant experience required.
Experience with SalesForce Service and Community Cloud strongly preferred
Working knowledge of Multiple Systems across ELC Functions: HR, Legal and IT an asset e.g. Oracle EBS, Taleo, Ariba, Okta, SalesForce
Experience working in or establishing a Shared Services environment a plus as well is using Agile methodology
Excellent self-starter who can deliver excellence with limited direction
Must be an excellent communicator (oral and written) and possess strong facilitation skills
Must be a problem solver with ability to multi-task and prioritize translating business needs into design and requirements
Strong focus on the End to End Customer Experience
Highly developed analytical skills and proven ability to conduct root cause analysis, and to instill same in others.
Excellent interpersonal skills and ability to effectively communicate both written and verbal with peers, sponsors, staff,
Ability to translate user requirements to detailed technical requirements and eventually to fulfilling end user solutions
Ability to demonstrate and operate with a service mindset, where the employee is at the center of everything we do.
Takes initiative to drive end user requirements and solution design working across functional and technical teams
Thinks Strategically: Takes a broad view of the business, industry, and consumer environment to anticipate and plan for the future. Identifies the focus and defines where to play, how to win and what capabilities and management systems are required.
Embraces and Initiates Change: Distinguishes what to preserve and what to change. Has the courage to initiate and lead the changes that drive success.
Develops Talent and Capabilities: Identifies and cultivates essential skills and attributes to maximize individual contribution and engagement.
Builds Collaborative Relationships: Builds relationships based on trust and respect. Promotes the inclusion of diverse knowledge, skills, and experiences to achieve results.
Drives Creativity and Innovation: Focuses on areas of highest potential. Creates newness or connects knowledge in new ways to create the unexpected. Ensures that the creativity and innovation pipeline are aligned to achieve strategy and goals.
Strives for Excellence in Execution: Proactively seeks ways to improve personal and organizational effectiveness to meet current and future business needs. Learns equally from successes and failures.
Bachelor’s Required/Master’s Preferred
Minimum Years of Experience: 2 years
Travel time: 5-10%.
Fully bilingual (native or near native).
Job: Strategy / Business Development
Primary Location: Latin America-PA-8-Panamá
Job Type: Standard
Shift: 1st (Day) Shift
Job Number: 195779
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