Job#: 3053403 Job Description: Analyst - Innovation and Solutions III - Contact Center -16499
Location: Chicago, Illinois (Hybrid)
Role Overview
This role will drive improvements to the customer and employee experience through enhanced digital product development and strategy in the Customer Contact Centers. The position involves working with cross-functional teams on highly visible projects. The analyst will serve as a thought leader for the digital product experience and business processes, developing forward-thinking functionality to promote efficiency and productivity.
Key Responsibilities
- Function as a product owner for Customer Contact Center digital products and applications, developing and maintaining documentation such as user stories, requirements, and business policies.
- Execute key aspects of projects by supporting the entire product lifecycle, including writing user stories, participating in agile scrum rituals, and analyzing data to align product features with objectives.
- Manage and prioritize backlogs and make strategic decisions regarding digital development.
- Define, document, and test real-world business use cases for features and workflows with cross-functional teams and business stakeholders.
- Identify opportunities for improvement across product, process, and team functions.
- Manage projects, develop project plans, and monitor performance while communicating effectively with stakeholders.
- Ensure new processes are successfully passed to training and change management partners for successful adoption.
- Leverage customer and employee insights to make data-driven, customer-centric decisions.
Required Qualifications
Education: Bachelor's degree in Industrial Engineering or Information Technology.
Experience: 3-5 years of experience in business analysis, digital product management, or related fields in industrial engineering or information technology.
Technical Skills: Competency in Microsoft applications including Word, Excel, PowerPoint, Outlook, and Microsoft Teams.
Preferred Qualifications
- Experience creating and writing user stories and detailed business requirements.
- Working knowledge of customer and employee service flows.
- Project management and problem resolution skills.
- 1-2 years of Agile/Scrum experience.
- Process mapping and/or swim lane exercise experience.
Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Everforth Apex uses a virtual recruiter as part of the application process. Click for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at
Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.
Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.
If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at or . Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.
UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex Systems.
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