Responsibilities
This position will support our newly awarded DCSA contract.
Description
Empower AI is seeking a Business Analyst (Customer Experience and Reporting) to turn service data and customer feedback into the reports, roadmap items, and requirements that drive continuous improvement on an enterprise IT Customer Support Services program supporting a Department of War agency. Working within the Service Management Operations Lead's team, the analyst assembles and analyzes inputs for the Monthly Customer Support Activity Report, Quarterly XLA Performance Report, and CX Roadmap; analyzes CSAT, Customer Effort Score, and Executive Promoter Score results; documents business requirements for CX and automation initiatives; and supports the Annual KPI/PRS Review with data-driven analysis.
The role bridges operations, the dashboard team, and Government stakeholders. This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.
THIS IS A HYBRID ROLE BASED IN QUANTICO, VA (RKB) WITH REMOTE WORK ELIGIBILITY AND UP TO 10% OF TRAVEL INVOLVED.
Job duties
- Compile, analyze, and quality-check operational and experience data from all task areas for the Monthly Customer Support Activity Report and Quarterly XLA Performance Report, explicitly linking qualitative user feedback to CX Roadmap initiatives.
- Analyze CSAT, Customer Effort Score, and Executive Promoter Score results and survey verbatims to identify trends, pain points, and improvement opportunities, and document business requirements and user stories for approved CX and automation initiatives.
- Maintain the quarterly CX Roadmap register (initiatives, owners, status, KPI impact) and the CX Current State & Gap Analysis Report, and prepare briefing materials for governance meetings and Program Management Reviews.
- Communicate and collaborate with internal and external customers to elicit, analyze, and document requirements for new IT capabilities, producing draft system requirements specifications, use cases, and user stories with acceptance criteria.
- Analyze current business processes, develop process maps, conduct gap analyses, and identify and evaluate relevant solution alternatives to meet customer needs, documenting findings for Government review.
- Conduct market research on industry trends and emerging technologies as required to inform IT artifacts, alternatives analyses, and implementation plans.
- Assemble the ITCR Support Package for each assigned request, including requirements specifications, business process analysis, gap analysis findings, and briefing materials for leadership review.
- Prepare briefing materials, metrics, and reports for Program Management Reviews, agency governance boards, and technical forums in support of governance activities.