Business Analyst, Customer Communications
Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive.At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.
As a Business Analyst with Xero, you will join the #beautiful conversations programme within the Digital Transformation team, and be responsible for delivering high quality analysis and insights into the people, systems, processes, data, performance and quality of Xero?s customer communications globally.Your analysis will span our end-to-end customer journeys, across all systems, platforms and channels. Your analysis and insights will help make our customer communications #beautiful. You will need to extract information and data from multiple sources and work with a range of multidisciplinary teams, functions and stakeholders.
You will have the opportunity to:
Measure, benchmark and analyse the performance of Xero?s customer communications;
Consolidate and analyse customer data, systems and insights to inform comms channel design and delivery;
Work with marketing, comms, sales, support, product and technical teams to document and analyse current state comms systems, data and processes/workflows;
Interpret industry trends, technology and customer research to identify future state requirements and technology solutions;
Assist with the creation of future state processes, data and system blueprints for our end-to-end customer communications;
Conduct interviews and workshops to gather and validate current and future state requirements.
In order to be successful in this role, you will have:
Worked in a large, global organisation on complex customer communications problems and opportunities;
The ability to clearly articulate current and future state analysis, including data, technology and process improvements;
Experience working in a technical business analysis role focused on communication systems;
The ability to implementcustomer communication innovations, including personalisation, contextual data driven next best action;
Experience mapping current and future state requirements across multiple platforms;
Experience managinglarge volumes of disparate data across multiple systems;
Experience in system and data analysis, reporting, research and process mapping.
Xero is an NZ Immigration Accredited Employer and Rainbow Tick certified too.Please include a cover letter in your application, telling us why you?re a great fit for this position.