Sr Analyst Business Systems - Chatbot at TransUnion

Working in the Process Management and Reporting area of the Consumer Operations group, the Business Analyst will play a key role in enhancing the overall customer experience and helping TransUnion meet its financial objectives by identifying and addressing process efficiency gaps through contact center automation and process optimization.

• Analyze and interpret data across multiple contact center channels to identify high impact consumer journeys for automation, process improvement and cost savings.
• Support the launch, implementation, management and reporting of call center and back office Bot solutions.
• Work with Product Owner and other stakeholders to capture business impacting requirements and translate them into technical approaches and designs that can be implemented.
• Create and maintain documentation of existing processes and work streams
• Perform User Acceptance Testing (UAT) activities through oversight and participation in building test cases, execution of tests, defect reporting and sponsor notification.
• Validate data content and integrity
• Act as a Subject Matter Expert for various customer and consumer facing online applications, helping with configuration, customer set up, process monitoring and incident management.
• Make recommendation for process improvement and define project scope for successful implementation or problem resolution.