Senior CX Technical Business Analyst
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Job Description
Senior Technical Business Analyst analyzing customer service processes at Compass UOL. Defining future models and collaborating with technical teams for customer experience improvement.
Responsibilities:
- Elicit and analyze current customer service processes (AS IS), identifying gaps and opportunities for improvement;
- Define the future model (TO BE), proposing improvements focused on efficiency, automation and customer experience;
- Translate business requests into functional and technical requirements for IT and Data teams;
- Design service flows for channels such as chatbots, virtual assistants and IVR;
- Support solution and architecture definition, including integrations via APIs and internal systems;
- Monitor development and implementation together with technical teams and vendors;
- Manage technical relationships with partners and Customer Service platforms;
- Produce technical documentation and management artifacts, ensuring organization and traceability of deliverables;
- Facilitate alignment among stakeholders, ensuring solutions meet business needs.
Requirements:
- Experience in business analysis and requirements gathering (AS IS / TO BE);
- Experience in systems analysis and acting as the interface between business and technology;
- Knowledge of integrations via RESTful APIs;
- Experience in customer service (CX) projects;
- Strong communication, organizational and influencing skills.
- Desirable:
- Experience with chatbots and service automation;
- Knowledge of applied artificial intelligence (LLMs, NLP, Machine Learning);
- Experience with CRM platforms, especially Salesforce.
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