BriefCase
BriefCase

Workflow Analyst Job in Intouchcx

Workflow Analyst

Intouchcx 4+ weeks ago
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Job Summary Job Title: Workflow Analyst
Location: Bengaluru, India
Company: IntouchCX
Role Focus: Analyze and optimize the customer experience across all touchpoints by mapping customer journeys, analyzing workflows, and driving improvements.

Key Responsibilities
Customer Journey Mapping
  • Create and maintain detailed journey maps across channels (digital, in-store, phone, etc.)
  • Identify key customer touchpoints, emotions, and actions
  • Conduct research on customer needs, behaviors, and motivations
Workflow Analysis
  • Analyze and identify inefficiencies in customer interaction workflows
  • Collaborate with cross-functional teams to design optimized processes
Data Collection & Analysis
  • Gather data from surveys, feedback, usability tests, and performance metrics
  • Analyze trends and identify pain points for improvement opportunities
Recommendations & Reporting
  • Provide actionable insights and present findings to stakeholders
  • Support implementation of workflow improvements
Collaboration & Continuous Improvement
  • Work with product, marketing, UX, and other teams to align CX strategies with business goals
  • Stay updated with industry trends and continuously enhance journey mapping and workflow processes

Qualifications & Skills
  • Bachelor s degree in Business, Marketing, UX Design, or related field
  • Experience with customer journey mapping and workflow/process improvement
  • Familiarity with tools like Lucidchart, Smaply, Miro for journey mapping
  • Knowledge of Lean, Six Sigma, or similar methodologies
  • Strong analytical and data interpretation skills
  • Excellent communication and presentation abilities
  • Experience with CX tools and CRM systems
  • Problem-solving mindset with attention to detail
  • Ability to manage multiple projects and collaborate cross-functionally

Qualification :
Bachelors degree in Business, Marketing, UX Design, or related field
Experience Required :

Fresher

Vacancy :

2 - 4 Hires

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