Analyst - Innovation and Solutions III

Codetech • Chicago, IL

2d

About The Position

Supports the development and implementation of solutions that improve processes for Contact Center agents and tools. The role works collaboratively across the organization, including with operational teams in the field, to ensure projects and initiatives can be implemented by frontline teams. The analyst develops subject matter expertise by understanding customer and employee personas, workflows, challenges, and processes.

The position supports experiences across the customer and Contact Center journey, including initial bookings and servicing customer travel needs such as seats, refunds, flight changes, upgrades, and policy and procedure clarification. Some travel may be required.

Requirements

• Proficiency in research and requirements creation.
• Strong verbal and written communication skills.
• Microsoft Office and analytical skills.
• Ability to manage ambiguity and adapt to change.
• Strong business acumen.
• Bachelor's degree or equivalent work experience.
• At least 2 years of airline customer service experience and/or project management experience.
• 1–2 years of Agile/Scrum experience.

Nice To Haves

• Demonstrated project planning and execution experience.
• Proficiency with Azure DevOps, Jira, or other agile work management tools.

Responsibilities

• Collaboratively support projects that improve the employee experience and customer satisfaction within the Contact Center experience.
• Design and deliver innovative solutions that account for practical limitations.
• Analyze existing business processes to identify efficiency gains and opportunities for improvement.
• Map current and future state processes and identify potential enhancements.
• Manage project timelines and budget commitments.
• Support testing strategies for new processes and tools.
• Provide leadership with regular project health updates and contribute to executive-level presentations.
• Spend time in the field to understand operational needs and build relationships with Contact Center leaders to align priorities.
• Collaborate with training, change management, and communications teams to develop and deploy informative, actionable materials for project updates and deployments.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level