Digital Customer Experience Analyst
Kelly, Raritan, NJ, United States
The Digital Customer Experience Analyst plays a key role in supporting and enhancing digital platforms that serve both internal and external users. This role blends business analysis, production support, and testing responsibilities to ensure system stability, process efficiency, and an excellent customer experience. The analyst will act as a primary point of contact for issue resolution, support continuous improvement efforts, and contribute to automation initiatives aligned with business goals.
Key Responsibilities Operations & Support
Serve as a primary point of contact for system issues, inquiries, and digital platform support
Manage shared inbox requests and provide timely, accurate responses
Monitor production issues and coordinate resolution to minimize business disruption
Production Support & Testing
Conduct break/fix testing and support system enhancements and project initiatives
Document, track, and validate defects and enhancements using issue‑tracking tools
Partner with technical teams to ensure solutions meet business and quality requirements
Business Analysis & Documentation
Gather, analyze, and document business requirements, workflows, and processes
Translate business needs into functional requirements
Maintain user documentation, SOPs, and job aids
Governance & Continuous Improvement
Support reporting, audit readiness, and compliance activities
Identify opportunities for process improvement and automation
Contribute to key performance metrics and annual objectives
Qualifications Required
Strong proficiency in Microsoft Excel (analysis, reporting, tracking)
Experience in business analysis, production support, or customer experience roles
Excellent analytical, problem‑solving, and communication skills
Ability to manage multiple priorities in a fast‑paced environment
Self‑motivated and comfortable working independently
Preferred
Experience with SAP, Salesforce, or similar enterprise systems
Hands‑on experience using Jira for testing and issue tracking
Exposure to automation or digital transformation initiatives
Additional Requirements
Ability to support Eastern Time business hours
Reliable internet connection
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Key Responsibilities Operations & Support
Serve as a primary point of contact for system issues, inquiries, and digital platform support
Manage shared inbox requests and provide timely, accurate responses
Monitor production issues and coordinate resolution to minimize business disruption
Production Support & Testing
Conduct break/fix testing and support system enhancements and project initiatives
Document, track, and validate defects and enhancements using issue‑tracking tools
Partner with technical teams to ensure solutions meet business and quality requirements
Business Analysis & Documentation
Gather, analyze, and document business requirements, workflows, and processes
Translate business needs into functional requirements
Maintain user documentation, SOPs, and job aids
Governance & Continuous Improvement
Support reporting, audit readiness, and compliance activities
Identify opportunities for process improvement and automation
Contribute to key performance metrics and annual objectives
Qualifications Required
Strong proficiency in Microsoft Excel (analysis, reporting, tracking)
Experience in business analysis, production support, or customer experience roles
Excellent analytical, problem‑solving, and communication skills
Ability to manage multiple priorities in a fast‑paced environment
Self‑motivated and comfortable working independently
Preferred
Experience with SAP, Salesforce, or similar enterprise systems
Hands‑on experience using Jira for testing and issue tracking
Exposure to automation or digital transformation initiatives
Additional Requirements
Ability to support Eastern Time business hours
Reliable internet connection
#J-18808-Ljbffr