Logo of Huzzle

Home

Matches

Explore

Manage

Business Analyst

image

Equifax

27d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Marketing
  • Boise

AI generated summary

  • You need a Bachelor’s degree, 5+ years in customer experience, knowledge of frameworks, and experience with personas, customer journeys, and CRM in SaaS or financial services.
  • You will implement and enhance the CX framework, map customer journeys, coordinate cross-functional activities, improve customer insights, and align leadership around customer experience initiatives.

Requirements

  • Minimum Bachelor’s degree
  • Minimum of five years in customer experience or related role preferred
  • Experience/understanding customer experience frameworks preferred
  • Experience developing and using buyer and user personas.
  • Experience in developing and communicating customer journeys.
  • Experience in Customer Loyalty Management, Customer Relationship Management and/or Customer Value Management.
  • Background in SaaS, fraud prevention, credit card or financial services preferred.

Responsibilities

  • This role will work directly with the CCEO to implement and mature all aspects of a CX framework. This framework will include a collection of processes that EDS will use to track, oversee and optimize all customer interactions.
  • This role will also coordinate with all functional areas of the company to understand and improve the experiences associated with our customer journeys. The results of these activities will be increased engagement, loyalty and revenue from our customers.
  • Define/refine CX vision, core strategies and implement our CX framework
  • Coordinate and inventory cross functional activities that impact the customer
  • Understand and map our customers’ journeys
  • Develop and continuously improve customer understanding (listening path)
  • Share information about impacts to our customers across the organization
  • Work with functional areas to incorporate customer experience into design practices
  • Coordinate the implementation of CX monitoring and measurement practices
  • Align and educate leadership around CX
  • Work with leadership to implement accountability and culture around CX.

FAQs

What are the main responsibilities of the Business Analyst in this role?

The main responsibilities include implementing and maturing a CX framework, coordinating with all functional areas to improve customer experiences, mapping customer journeys, sharing information about customer impacts, and aligning leadership around customer experience initiatives.

What educational background is required for this position?

A minimum of a Bachelor’s degree is required for this position.

How many years of experience in customer experience or a related role are preferred?

A minimum of five years of experience in customer experience or a related role is preferred.

Is experience with customer experience frameworks required?

While experience with customer experience frameworks is preferred, it is not explicitly required.

What skills related to customer personas are needed for this role?

Experience in developing and using buyer and user personas is required.

Are there specific industries that could enhance a candidate’s application for this position?

Yes, a background in SaaS, fraud prevention, credit card, or financial services is preferred and could set a candidate apart.

Will this role involve working with leadership?

Yes, this role will involve working with leadership to implement accountability and culture around customer experience initiatives.

How does this role contribute to customer engagement and loyalty?

By understanding and improving customer journeys and experiences, this role aims to increase customer engagement, loyalty, and revenue.

What tools or practices will the Business Analyst be coordinating for CX monitoring?

The Business Analyst will coordinate the implementation of CX monitoring and measurement practices to assess and improve customer interactions.

Is this role focused on a specific aspect of customer experience management?

Yes, this role specifically focuses on implementing a comprehensive CX framework that encompasses various processes related to customer interactions and experiences.

image

Equifax

Finance
Industry
10,001+
Employees

Mission & Purpose

Equifax is a global data analytics company that specialises in providing consumer credit reporting and risk assessment services. They collect and analyse vast amounts of consumer and business data to generate credit scores, produce credit reports, and offer solutions for identity verification, fraud detection, and risk assessment. Equifax's ultimate mission is to help businesses and consumers make informed decisions by leveraging data and insights. Their purpose is to provide trusted and accurate information to support lending decisions, enable responsible financial behaviour, and mitigate risks for businesses. Equifax aims to empower businesses and individuals with the tools and knowledge necessary to navigate the credit landscape, protect against fraud, and make sound financial decisions. They strive to uphold data security and privacy standards while delivering innovative solutions that contribute to a more transparent and efficient financial ecosystem.