Blue Apron is hiring a

Customer Experience Business Analyst

New York, United States

What We Are Looking For:  We are seeking a highly self-motivated, intelligent CX Business Analyst to think strategically who can communicate and collaborate in a fast-paced team setting. 


About the role

  • Develops technical capabilities to enhance multi-channel experience and optimize operational efficiency
  • Defines business requirements and supports functional design of new capability development/enhancements
  • Project manages CX-specific activities in relation to new channel, systems and technology
  • Represents CX as CX subject matter expert in cross-department program planning sessions to ensure all CX needs are considered and met
  • Analyzes performance of CX capabilities and impact to customers, operational KPIs and business objectives
  • Develops and implements innovative strategies to improve productivity, exceed KPI metrics, and decrease incoming ticket volumes across channels, platforms, tiers, and teams
  • Drives vendor analysis for short-term and long-term strategies (i.e. technologies, org changes, site mgmt./expansion)

Requirements

  • -Bachelor’s degree
  • 2+ years consulting experience in a Customer Experience, Customer Strategy, and/or Call Center environment
  • Experience in business requirements gathering, functional design, and project management
  • Understanding of conceptual tech architecture (i.e., database, systems integration, business rules)
  • Ability to drive and manage multiple high priority tasks
  • Strong analytical skills and advanced Excel competency
  • Proven problem solving skills with a go-getter attitude
  • Exceptional written and verbal communication skills, both externally and internally
  • Ability to work in a fast-paced, dynamic environment

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