BA semi senior y/o senior
Encora Inc.Core Responsibilities
Design, optimize, and evolve customer journeys and conversational flows for the virtual assistant. Analyze conversations, sessions, and metrics to identify user experience improvement opportunities. Document AS-IS and TO-BE processes of conversational flows. Translate customer insights and data analysis into functional and technical requirements. Collaborate with Product, Data, and Technology teams on AI-based initiatives.
Requirements
3+ years of experience as a Business Analyst, CX Analyst, or similar roles. Experience in digital Customer Experience and conversational design for chatbots or virtual assistants. Proficient in SQL for data analysis and insights generation. Familiarity with process modeling (AS-IS / TO-BE, BPMN) and agile methodologies (Scrum or Kanban). Knowledge of AI applied to customer experience and conversational models.
Additional Information
Experience Level
Mid-Level
Employment Type
permanent
Work Mode
Hybrid