Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

As a Business Analyst supporting the Customer Service Value Stream, you will drive the successful implementation of innovative digital solutions that enhance operational efficiency, improve customer experience, and streamline processes. You will collaborate with cross-functional teams to analyze current workflows, identify areas for improvement, and develop strategic plans and detailed requirements to integrate advanced technologies. Your role is pivotal in ensuring that the transformation aligns with business objectives, meets stakeholder expectations, and delivers measurable benefits.

Responsibilities

Collaborate with cross-functional teams to gather and analyze data from various digital platforms and operational systems.
Conduct a thorough analysis of key performance indicators (KPIs), customer service metrics, and operational data to identify trends, patterns, and opportunities for improvement.
Develop and maintain dashboards, reports, and presentations that provide actionable insights and recommendations to stakeholders and senior management.
Work closely with IT teams to define data requirements, conduct data validation, and ensure data integrity across systems.
Monitor and evaluate the effectiveness of digital tools and technologies used in customer service or call centre operations.
Identify areas for process optimization, automation, and efficiency gains to streamline operations and enhance service delivery.
Lead and support the implementation of new digital initiatives, systems, and processes by providing analytical expertise, requirements analysis, functional/UAT testing, and project support.
Conduct market research and benchmarking to identify industry best practices and emerging trends in digital operations and customer service.
Assist in the development of business cases for strategic initiatives, including cost-benefit analysis, risk assessment, and ROI projections.

Requirements

Bachelor’s degree in Business Administration, Information Systems, Analytics, Data Science, or related field.
Proven experience as a Business Analyst or Management Consultant within a customer service or call centre environment.
Experience in managing limited resources and conflicting deadlines.

Skills

MS Office (Excel, Word, PPT)
PowerBI or Tableau
Project management (continuous improvement initiatives)
Share registry and financial services industry knowledge
Computershare business and related stakeholders knowledge
Business Analysis certification (e.g., CBAP)
Project Management certification (e.g., PMP)
Management Consulting certification (e.g., CMC)

Location

New York City

Work Type

Hybrid

Experience Level

Mid-level

Education Level

Bachelor's degree

Salary/Compensations

$80K - $100K USD

Benefits

Paid parental leave
Flexible working
Medical, dental, vision
Wellness reimbursement
Competitive paid time off package
One paid day per year to volunteer
401k matching
Tax-advantaged flexible spending plans (healthcare, dependent care, commuter)
Short and long-term disability benefits
Life insurance
Supplemental life insurance
Employee Share Plan with company contribution
Tuition reimbursement
Cash bonus recruitment referral programs

About the Company

Computershare is embarking on an exciting multi-year transformation program to deliver industry-leading digital platforms and products through our Voyager Program.
We are a global leader in financial administration with over 11,000 employees across more than 22 different countries.
Since 1978, we’ve been trusted by companies around the globe to manage their shareholder registry, corporate actions and shareholder meetings and we’re now the number one transfer agency in the world.
Our Issuer Services portfolio extends into equity and entity governance services to companies both public and private worldwide.

Equal Opportunity

Our goal is to create an environment where everyone feels valued, to remove barriers and obstacles and ensure equal opportunities for all.
For support with accommodations or adjustments during our recruitment process please visit computershare.com/access for further information.