Business Analyst III
- Full Time
We are seeking a Digital Business
Analyst to lead the definition and execution of digital care multi-channel
experiences. The successful candidate will have a passion for building
exceptional digital products that drive positive customer sentiment across Cox.com,
Cox Apps, and customer-facing support channels such as chat and messenger. The
candidate must be a self-starter who can develop and execute against a product
roadmap focused on improving the customer experience while balancing business
and customer needs. Collaboration is key as the Business Analyst will work with
a matrix of team members across business analytics, product management and
business analyst will actively participate with customers in product reviews,
demos, design sessions and product planning sessions. This Digital Care role is
a key contributor within the Digital Care Strategy team and is responsible for supporting
product managers and matrixed business partners to articulate an in-depth knowledge of goals and desired objectives from
the customer's viewpoint.
Work with stakeholders to solicit and document
user stories and other product requirement documentation for use by engineering
and development teams.
Produce user stories, work flows, prototypes,
designs, data maps, and/or process maps to document the functionality and
operation of all features, enhancements and new offerings.
- Maintain internal and external user facing
product documentation as required
Coordinates user acceptance testing on new system implementations
and enhancements for every release.
- Define technology requirements for future system implementations
and enhancements based on collected feedback and testing.
Design, implement, and maintain support process documentation.
- Provide analysis of data and/or application anomalies and work
with cross functional teams for timely resolutions.
Coordinate with Product and Solution Owners to create Release
- Leverage reporting and analysis tools to evaluate business
Communication with Business & Product Owner team about Support
- Provide business validation support during releases.
BA/BS in related discipline
3+ years of experience in related field (i.e. Call Center, Care,
Operations, Technology, etc.).
- Requires strong knowledge of Microsoft Word, Excel, and
Experience with Data analysis and reporting tools such as Adobe
Analytics and Tableau
- Excellent interpersonal, collaborative, communication, and
organizational skills to work effectively with teams throughout organization
2+ years of experience preferred in related field (i.e. Call
Center, Care, Operations, Technology, etc.).
- BS/BA degree in related discipline strongly desired (i.e.
Marketing, IT, Business, etc.
- Experience in telecommunications industry desired.
Experience in agile delivery desired
About Cox Communications
Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. We're dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique. Cox Communications is the largest division of Cox Enterprises, a family-owned business founded in 1898 by Governor James M. Cox.
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.