Sr Business Analyst

Sr Business Analyst
Client: Health Care Company
Location: Remote - EST time zone
Status: GC/USC

Responsibilities:

- Conduct interviews and gather data to understand capability/process flows to determine customer pain points and process gaps.
- Create and maintain service blueprints that visually represent the customer journey touchpoints and interactions across different channels and departments.
- Collaborate with stakeholders including product managers IT and operations to ensure alignment and accuracy in service blueprint design.
- Identify opportunities for process improvement and optimization through the analysis of service blueprints.
- Work closely with product partners teams to recommend service design changes.
- Continuously monitor and evaluate service performance metrics identifying areas for improvement and making recommendations for enhancing the overall customer experience.
- Conduct workshops and training sessions to educate employees on service blueprinting techniques and methodologies.
- Stay up-to-date with industry trends and best practices in service design incorporating new ideas and approaches into the service blueprinting process.

Required

- Proven experience in service design process mapping or a similar role.
- Proficiency in service blueprinting tools and software e.g. Adobe XD Miro Visio.
- Strong analytical and problem-solving skills with the ability to translate complex information into clear and concise visual representations.
- Excellent communication and interpersonal skills with the ability to collaborate effectively with cross-functional teams.
- Detail-oriented mindset with a focus on accuracy and quality.
- Ability to work independently and manage multiple projects simultaneously.
- Knowledge of design thinking methodologies and human-centered design principles.
- Familiarity with customer journey mapping and customer experience design.
- Experience in conducting user research and usability testing is a plus.
- Strong portfolio showcasing previous service blueprinting or service design projects is highly desirable.