Cx Business Analyst - Brussels, België - Sodexo - Benefits and Rewards Services

Sodexo - Benefits and Rewards Services

Geverifieerd bedrijf

Brussels, België

4 weken geleden

Geplaatst door:

Sophie Dubois

beBee Recruiter

Beschrijving

Société:

Since its creation more than 50 years ago, the Sodexo group has been the world leader in quality of life services.

At Sodexo Benefits and Rewards Services, we've made our mark on the world by helping clients give their employees personalized experiences, every day.

Our benefit platforms and payment solutions are already used by 440,000 clients and 36 million of their employees in 32 countries.

At Sodexo Benefits & Rewards Services, we are proud of our commitments to environmental sustainability, our focus on employment equity and diversity, our new ways of working independently and flexibility for the well-being of our talents.

Joining us means evolving in a collaborative, innovative environment, in which each employee is recognized and receives the support they need for their development.

We firmly believe that the quality of life of our clients and service consumers begins with our own people. Consequently, your wellbeing at work is one of our priorities.

Working with us is an opportunity to impact the future of employee experience and, ultimately, the world around us.

But it's also your chance to make an impact every day, putting a part of yourself into exciting digital products and touching the lives of millions of consumers.

We're a global, multicultural business where every contribution counts and every day is a chance to inspire others and take inspiration from your colleagues.

We're accelerating our growth on a global scale, combining the reach and stability of Sodexo with our unique position as an incubator of innovation.

As part of the team, you'll help us continue that growth and our landmark digital transformation.

Within the company, the Customer Experience Office's mission is to put our customers, merchants and consumers (= Customer) at the heart of our decisions and consists of a cross-functional team comprising the following divisions: Customer Experience (where the function is located), Customer Care and Operations.

You thus contribute every day through your actions to ensure that the CUSTOMER in the broad sense, namely the customer, the merchant and the consumer, is at the heart of the company's decisions and that all actions are taken to create a positive experience, simple and transparent.

Fonction:

As CX Business Analyst you will challenge and improve existing processes, analyse the need for new processes, suggest improvements and solutions, define the scope for project, initiatives and change requests and represent the team towards IT and other stakeholders.
You translate the business needs and journeys into detailed business requirements needed to enable analysis & development.
Your mission as CX Business Analyst is to ensure both the continuous improvement of the customer experience and the efficiency of internal processes.
Your mission is to create, design or propose new processes based on company initiatives and/or to analyse the functioning of any type of existing process, identifying problems in the processes and offer suggestions to solve or improve them. As a result, you assist in constantly improving our customer experience on the hand and on the other hand in improving internal processes.
You propose, describe and effectively monitor crossfunctional projects based on the needs identified using the various methods of collecting customer feedback (via surveys, direct feedback form stakeholders, feedback from internal teams, or via the sales department or customer service, etc.).
You are part of the "CX Process" team dedicated to improving the customer experience and report to the CX Process Manager.
You will also work very closely with the Operational Communication Officer and with various stakeholders within the organization to create an extraordinary customer experience.

Your main responsibilities:

Documentation and analysis of processes
You formalize business process flows and identify the impact(s) on business processes: describe the process and the business needs for the realization of the project and guarantee that the requests described and proposed meet the initial needs.
You work closely with the CX Designer, CX Insights manager and CX Champions to understand the needs.
Definition, setup and implementation of processes and process improvements
You interpret business needs and translate these into viable solution proposals and or change requests.
You are accountable for creating user stories content exhaustiveness, in collaboration with Functional analyst) (US details, understandable for IT stakeholders)
You formalize business needs for Change Requests
You followup and prioritise change requests with Process Manager
You follow the expected changes with the departments or Pods concerned and guarantee that the request described and proposed meets the initial need.
You write scopes, project initiation documents, change requests,to achieve the ambitions.
You collaborate with the CX commun