Business Analyst, Voyager

Computershare • Canton, MA

417d • $79,000 - $117,000 • Remote

About The Position

The Business Analyst, Voyager position at Computershare is a permanent full-time role focused on enhancing digital operations within customer service and call center environments. The role is pivotal in driving the successful implementation of innovative digital solutions aimed at improving operational efficiency and customer experience. The Business Analyst will collaborate with cross-functional teams to analyze workflows, identify improvement areas, and develop strategic plans to integrate advanced technologies, ensuring alignment with business objectives and stakeholder expectations.

Requirements

• Proven experience as a Business Analyst or Management Consultant within a customer service or call center environment.
• Strong skills in MS Office (Excel, Word, PPT) and PowerBI or Tableau.
• Experience in managing limited resources and conflicting deadlines.

Nice To Haves

• Bachelor's degree in business administration, Information Systems, Analytics, Data Science, or related field.
• Experience in project management (continuous improvement initiatives).
• Experience in relation to the share registry and financial services industry.
• Knowledge of the Computershare business and the related stakeholders.
• Certification in Business Analysis (e.g., CBAP), Project Management (e.g., PMP), or Management Consulting (e.g., CMC).

Responsibilities

• Collaborating with cross-functional teams to gather and analyze data from various digital platforms and operational systems.
• Conducting thorough analysis of key performance indicators (KPIs), customer service metrics, and operational data to identify trends, patterns, and opportunities for improvement.
• Developing and maintaining dashboards, reports, and presentations that provide actionable insights and recommendations to stakeholders and senior management.
• Working closely with IT teams to define data requirements, conduct data validation, and ensure data integrity across systems.
• Monitoring and evaluating the effectiveness of digital tools and technologies used in customer service or call center operations.
• Identifying areas for process optimization, automation, and efficiency gains to streamline operations and enhance service delivery.
• Leading and supporting the implementation of new digital initiatives, systems, and processes by providing analytical expertise, requirements analysis, functional/UAT testing, and project support.
• Conducting market research and benchmarking to identify industry best practices and emerging trends in digital operations and customer service.
• Assisting in the development of business cases for strategic initiatives, including cost-benefit analysis, risk assessment, and ROI projections.

Benefits

• Paid parental leave
• Flexible working
• Health and wellbeing rewards including medical, dental, and vision
• 401k matching
• Tax-advantaged flexible spending plans including healthcare, dependent care, and commuter
• Income protection including short and long-term disability benefits, life insurance, and supplemental life insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Securities, Commodity Contracts, and Other Financial Investments and Related Activities
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees