About the role

Analyst for Digital Process Automation transforming customer care operations using innovative AI and RPA solutions. Collaborate with technical teams and SMEs to enhance operational efficiency.

Responsibilities

Work alongside technical teams and Customer Care SMEs to implement AI and RPA solutions that simplify workflows and boost operational efficiency.
Assist with monitoring solution performance, detailing opportunities for continuous improvement.
Support an optimized customer experience by incorporating customer experience considerations into day-to-day work and project activities.
Work with business partners to ensure implemented changes meet customer and operational needs.
Support project teams with business testing coordination and post-deployment support.
Work together with business SMEs and the Enterprise RPA and AI Support team to find automation opportunities within Customer Care Operations.
Assist with documenting process steps by working with SMEs and technical teams to develop understanding of processes targeted for automation.
Help troubleshoot issues and support successful deployment of solutions.
Support monitoring of AI processes and RPAs after launch and help detail change requests for continuous improvement.
Support the definition and tracking of automation performance metrics, including collecting data and maintaining reporting inputs.
Document guidelines for long-term AI and RPA adoption while adhering to established privacy, governance, security standards, and regulatory requirements.
Communicate effectively with collaborators throughout the project lifecycle to ensure continued alignment between business goals and automation initiatives.

A related university degree or equivalent experience plus 2+ years in Operations Management, Computer Science, Business Analytics, or Customer Care is required.
Alternatively, 4+ years of field operations experience is acceptable.
A combination of formal education and experience may also be considered.
Background in reviewing and refining Customer Care Operations workflows.
Knowledge of Customer Information Systems (CIS).
Familiarity with leading RPA platforms such as UiPath, Automation Anywhere, Blue Prism, or Power Automate.
Excellent analytical abilities and careful attention to detail.
Excellent communication skills and strong client/customer service skills.
Proven Microsoft Office Suite proficiency, i.e., SharePoint, Outlook, Word, PowerPoint.
Preferred: Certification in RPA tools or process improvement methodologies.
Knowledge of regulatory requirements which govern the activities of the Company.
Knowledge of Oracle CC&B CIS platform.

A flexible benefits program that allows each employee to select the level of coverage needed for their family in the areas of health, dental, insurance and disability
A paid maternity and parental leave benefit that offers up to 20 weeks of paid leave for birth-giving parents and up to 12 weeks for other eligible parents, providing flexibility and support during this important life event
Valuable retirement savings plans, including a savings plan with company stock as an investment option
Paid time off/vacation/sick, plus paid personal days off (depending on location), and paid holidays
An Employee and Family Assistance Program
A Wellness Program, which focuses on supporting healthier employees by providing tools, resources, and opportunities to improve physical, mental, social, and financial well-being