Description
CX NICE/NEXIDIA Senior Business Analyst WFH
( NICE, NEXIDIA, CX, Customer, Experience, E2E Solutions, Omnichannel )
We are looking for a Senior CX Business Analyst who has the responsibility of the analysis and improvement of the customer experience. He/she is supporting the CX consultancy team with optimizing the agent and customer journey using various tools such as Nexidia, Nice or Verint tool-sets.
NICE Nexidia Interaction Analytics is an AI-powered omnichannel analytics tool providing End-to-end contact center solutions.
Responsibilities:
* Building and Validation of NICE Nexidia Queries, Analysis and Insight development, Set up and configuration of NICE Nexidia components such as Evaluation Forms, Reports, Quality Central, Provision of Recommendations & Next Steps, Preparation of Sprint Read-Out Presentations.
* Regular meetings with the customer and internal stakeholders to preset the outcome of the analysis.
* Advising the CX team on improvements, proactively recommend on a roadmap for next steps.
Skills Profile:
Very strong technical knowledge and/or experience in Customer Experience and the IT Eco-System.
Contact Center and CX related services:
* She/he has very good understanding Contact Center business and Customer eXperience
* She/he has experience in building trusted customer relationship and has top presentation skills
* She/he can advise the customer on CX improvements based on the reports and outcomes of the analysis
* Expert level knowledge and hands on experience of Nice Nexidia products and reporting features.
Other skills and experience
* Native/fluent Level speaker in one or more of the following languages (French, German, Italian, Portuguese, Dutch)
( NICE, NEXIDIA, CX, Customer, Experience, E2E Solutions, Omnichannel )
WFH: UK, Belgium, France, Netherlands, Portugal, Germany, Luxembourg, Switzerland, Spain
Please apply today for further details and a member of our team will call you today.