Business Analyst - Customer Service

Sub-Zero Group•Madison, WI

5d•Onsite

About The Position

The Business Analyst - Customer Service role is responsible for identifying and defining requirements, establishing acceptance criteria, and determining reporting needs to ensure that business objectives align with technology solutions and enhance customer experience opportunities for Sub-Zero Group customers, Customer Service teams, and Field Partners. This is achieved through a combination of data analysis, collaboration, and understanding the voice of the customer. This position will play a critical role in establishing scope, documenting needs and requirements, identifying priorities, building plans and leading projects for connected service applications and user experiences.

Requirements

Bachelor’s degree in Business, Information Technology, Engineering OR equivalent experience in a related field
Ability to support and present to stakeholders.
Strong problem-solving and data collection skills.
Ability to work independently and as part of a team.
Strong communication skills and customer-service orientation.

Nice To Haves

Continuous Improvement experience (LEAN, Six Sigma, or Similar).
Knowledge of customer data platforms, ERP, and CRM.
Some knowledge and understanding of connected devices, internet of things (IoT).
Strong mechanical and technical aptitude.
Experience developing and/or supporting mobile applications

Responsibilities

Establish KPIs to measure the effectiveness of business decisions for connected products, applications, and experiences.
Identify the best opportunities, using connected data and user feedback, to reduce warranty costs, improve customer experience, and more effectively diagnose and repair products.
Collaborate with engineering, IT, and data teams across the organization to maximize customer service potential and value.
Ensure connected appliance service applications and user experiences are prepared to support new product launch.
Ensure Customer and Field Service needs are met for all corporate connected initiatives.
Provide status reports, change requests, and requirements documentation to ensure smooth project and initiative progression.
Escalate connected project and process issues appropriately within various project teams and across departments.
Prioritize and scope work against the return on investment and guiding organizational principles.
Engage with the Customer Service team, Field Service partners, and business leaders to uncover issues and needs to deliver effective features for connected products and applications.