Customer Experience Process Analyst

Company Details

United Auto Credit Corporation

Summary
The Customer Experience Process Analyst is responsible for identifying optimization opportunities in multiple business units. In addition, the Customer Experience Process Analyst is expected to strive to be a subject matter expert on user experience and business rules, requirements, and reasoning and to deliver a premium partnership on every collaboration.

Essential Duties and Responsibilities

Primary responsibilities include, but are not limited to the following:

  • Collaborate with subject matter experts and business stakeholders to determine and document business requirements to meet the needs of the users
  • Determine operational and process improvement opportunities
  • Assist teams in understanding requested changes
  • Provides high-quality analytical solutions for the key stakeholders
  • Collaborates with leadership to maintain the backlog
  • Manage the user acceptance testing process to ensure signoff from the business users
  • Perform other duties as needed.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

  • Adaptability: Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
  • Business Acumen: Understands business implications of decisions; aligns work with strategic goals and makes timely decisions.
  • Customer Service: Responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; has a customer-centric approach.
  • Ethics: Treats people with respect. Keeps commitments. Inspires the trust of others. Works with integrity. Upholds organizational values: Fun, Integrity, Service Excellence, Consistency, and Accountability.
  • Interpersonal: Focuses on solving problems. Maintains confidentiality and professionalism. Listens to others without interrupting. Remains open to others ideas and tries new things.
  • Judgment: Supports and explains reasoning for decisions; includes appropriate people in the decision-making process.
  • Oral Communication: Speaks clearly and persuasively in all situations.
  • Written Communication: Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.
  • Problem Solving: Identifies and resolves problems in a timely manner and with a sense of urgency; exhibits active listening, gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations
  • Quality: Demonstrates accuracy and thoroughness. Displays commitment to excellence. Looks for ways to improve and promote quality; applies feedback to improve performance

Qualifications

To perform this job successfully, an individual must be show the ability to learn and perform each essential duty as needed pursuant to the task. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Knowledge of users experience.
  • Understanding of business functions, workflows, and processes.
  • Analytical and problem-solving skills.
  • Technical Comprehension


Education/Experience

Bachelors degree preferred; equivalent combination of education and experience may be substituted in lieu of degree.

Language Ability

Ability to clearly and effectively communicate in person, in writing and by telephone.

Computer Skills

Advanced in use of MS Office – Word, Excel, PowerPoint, Visio and JIRA


Certificates and Licenses

None Required


Supervisory Responsibilities

This position has no supervisory responsibilities.

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