Business Analyst – Customer Success

Job title:

Business Analyst – Customer Success

Company:

Cpl Group

Job description

Walgreens Boots Alliance (Nasdaq: WBA) is an integrated healthcare, pharmacy and retail leader serving millions of customers and patients every day, with a 170-year heritage of caring for communities. WBA Digital and IT Solutions Ireland Ltd (WBA D&ITS) is designed to support innovation in healthcare technology with the agility to respond quickly to WBA’s operational needs through a 24/7 ‘follow the sun’ model. WBA D&ITS optimizes pharmacy software platform operations by centrally managing selected digital pharmacy products.Our people are the reason for our success, and our focus is to scale and grow our Dublin office, simultaneously delivering work for Walgreens. We believe in hiring great people, and we want to ensure everyone has the best possible work experience every day. Together we strive to deliver ‘More joyful lives through better health!’We are seeking a Business Analyst to join our Customer Success Team, bridging the gap between IT and the business by providing actionable insights and ensuring business requirements are accurately captured and implemented. This role requires a keen understanding of business processes, good analytical skills, and a collaborative mindset. You will help with managing pharmaceutical regulatory or industry change requests, aligning them with business priorities, while supporting cross-functional teams to deliver optimal value to customers.This is a hybrid position based in our Dublin 2 offices.Job DescriptionWhat you will do:

• Gather and validate customer feedback and align regulatory or industry changes with business priorities.
• Act as a liaison between customers and internal technology teams, addressing concerns and ensuring collaborative solutions.
• Support project planning, timeline estimation, resource allocation, and monitor project risks in collaboration with the TMO team.
• Analyze business processes to identify inefficiencies and suggest improvements, including workflows, KPI tracking, and customer feedback gathering.
• Leverage data analysis tools (Excel, PowerPoint, Power BI, Tableau) to provide insights that support decision-making.
• Help create reports and dashboards for key stakeholders, including product, business, quality engineering, and leadership teams.
• Collect customer feedback regularly to influence product development and enhance services.
• Collaborate with Technology and QA teams to ensure proposed solutions meet business requirements.
• Validate final products meets business needs.
• Track and analyze OKRs and KPIs to monitor performance trends via centralized systems.

What will make you successfulYou will be able to:

• Support your team in analyzing and solving complex business problems effectively.
• Communicate technical concepts clearly to non-technical stakeholders and vice versa.
• Collaborate across teams to align business goals with customer success initiatives.
• Help with implementing and supporting data-driven decision-making using analytics tools.
• Demonstrate meticulous attention to detail in documenting requirements and reviewing deliverables.

…have:

• A Bachelor’s degree in Business, Data Science, Information Systems, or a related field.
• 3+ years of experience in business analysis, data analytics, or similar roles, preferably within Customer Success or Digital Health.
• Proficiency in business analysis and reporting tools, including Power BI, Tableau, and Excel.
• Knowledge of project management methodologies (Agile, Scrum, Waterfall) and tools like JIRA, ADO, or Asana.
• A good understanding of software development processes, databases, and system architecture.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.

…and be experienced with:

• Bridging the gap between IT and business teams to align objectives.
• Monitoring and suggesting improvement to processes that enhance customer engagement and satisfaction.
• Helping develop reports and dashboards to visualize key metrics and trends.
• Pharmaceutical regulatory requirements familiarity is desired.

What we offer:

• Opportunities for professional development and access to learning and development programs, including certifications.
• A collaborative and innovative work environment focused on customer success and digital health solutions.
• A hybrid working model with flexibility and a supportive team culture.
• Competitive salary and comprehensive benefits package.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply – we’d love to hear from you.WBA Technology Center is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, colour, age, family status, disability, religion, sex, sexual orientation, gender identity, nationality or ethnic origin.#LI-JM4

Expected salary

Location

Southside Dublin

Job date

Sat, 15 Feb 2025 07:36:46 GMT

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