Job description
Job Purpose
The Senior Solutions Analyst will lead and execute the roadmap of enhancements as well as new feature ideation and development across Britam’s Digital assets. The ideal candidate will have experience managing technical projects to successful execution, a passion for creating a frictionless customer experience, the curiosity to investigate new solutions and the ability to act as a thought leader on next wave of Digital. In addition, the Senior Solutions Analyst will oversee digital results to measure success and optimize the digital experience and help shape future strategy
Key responsibilities
Elicit requirements using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenario, business analysis, task and workflow analysis
Identify opportunities to drive client success through advanced customer segmentation methods, improved review workflows, efficient production options, normalization of
incoming data, and better client-side workflows
Drive the Digital innovation agenda together with the Head of Digital and Direct Channels continuously identifying and developing solutions that deliver superior customer experience
Key liaison and customer advocate, ensuring customer needs are observed and fulfilled, between the customer; first tier customer support representatives; and the various business units i.e. Life Insurance, General Insurance and Asset Management.
Support the strategic direction of digital product development as well as service and process offerings with a digital focus; analyse client feedback to make recommendations for continuous improvement and/or development of new functionality or features
Job Requirements
Must be seasoned and proficient professional to stay ahead of the digital curve, innovative, pro-active and provocative, yet diplomatic—an expert at managing relationships.
Demonstrated experience in gathering and translating business, consumer, cultural, and social insights into actionable implications and strategies on digital platforms.
A Self-starter who works well in a fast-paced, team-oriented environment who can devise the right course of action to achieve the objective.
Undergraduate or graduate degree in business, IT, design, or related field.
5-10 years’ experience in a similar role with demonstrable track record of achieving success
Digital planning experience considered a strong asset.
Understanding and experience with Service Design principles and practices.
Demonstrated experience growing projects into long-term client partnerships.
Customer orientation demonstrated delivery of customer-oriented solutions
Conversant in the principles and practices of user-centred design.
A passion for innovation, design, and technology
