Data Analyst_Enable
Sage Pay
Newcastle, GB
3d ago

Sage is a global company

with a local heart. The market leader for cloud-based accounting, financials, enterprise management, people, and payroll software, we empower the world’s business heroes from single-person startups to large enterprises.

Our people are passionate and positive. We inspire our colleagues to serve business builders everywhere and champion their success.

As a FTSE 100 company with 14,000 colleagues across 24 countries, we do business the right way, while giving back to our local communities through the Sage Foundation.

  • Be Sage, build on.Job DescriptionSage is transitioning its products and customer base to a SaaS model. The key strategic pillars of Sage are customer success;
  • colleague success and innovation. Our belief is the purpose of companies and other organisations is to enrich the lives they touch and to create relationships worthy of loyalty.

    In Customer Experience our vision is to build relationships worthy of loyalty to improve your business and your life this applies to our customers and our colleagues.

    We believe happy people means happy customers means a profitable business.

    Our business has grown organically through acquisition of different businesses over time consequently our key focus now is to consolidate our technology, operating model and governance to one unified approach, globally.

    Our mission is to ensure customers and colleagues get value from their relationship with Sage, that their experiences are worthy of their loyalty with the emphasis on simplicity, mobility, and efficiency.

    Job purpose :

    Lead journey mapping workshops, and other activities, across the business to clarify the end to end perspective that begins and ends with a customer, the activity needed to get work done, the actors involved, the elapsed time between steps in the process and the cumulative timelines end to end and whether the activity is automated (and by which systems) or manual, document findings as a series of process maps - utilising root cause analysis and problem solving techniques e.

    g. lean & 6 sigma.Key ResponsibilitiesKey accountabilities and decision ownership :

  • Understand product specifications & user psychology.
  • Conduct concept & usability testing & gather feedback.
  • Create personas through user research & data. Capturing & distilling customer / employee insight.
  • Define the right interaction model & evaluate its success.
  • Building as-is journey maps. Designing future experiences.
  • Generating, prioritising & developing opportunities.
  • Communicate design ideas & prototypes to developers. Prototyping, testing & iterating parts of the journey
  • Facilitate & conduct journey mapping workshops, creating journey-mapping documents, & managing stakeholder participation & research
  • Assist in maintaining a Customer Experience mapping toolkit along with best practices, tips, & resources.
  • Identify the data points within any given process that can be used as Key Performance Indicators to evidence how effective and efficient the process is in delivering the end to end promise to a customer (because all customer centric processes begin and end with a customer).
  • Use these data points to drive root cause analysis to identify future roadmap activity.

    Skills, know-how and experience :

    Must have :

  • A true advocate and catalyst for change, with a strong personality and ability to stand by their findings and communicate their view in a constructive manner.
  • Strong negotiation, persuasion and influencing skills, combined with a high degree of energy, objectivity and professionalism.
  • An energetic self-starter in a fast-moving environment.
  • Ability to communicate at a senior level and manage those relationships.
  • Excellent interpersonal skills
  • Preferred :

  • Accreditation in Business Analysis skills.
  • Six-Sigma Green-Belt or similar formal qualification.
  • Proven track record in delivering quantifiable business benefits through the use of lean & 6 sigma.
  • Technical / professional qualifications :

  • Development skills in web software e.g. flash, xml, java, ajax etc
  • Experience in process design and development methodologies, including Service Design / Customer Orientated Lean process development.
  • Expertise in statistical and numerical analysis, ideally with experience of journey mapping software & workflows.
  • Key performance indicators : (3-5 Max)

  • Customer Success KPI’s at each stage of the journey e.g trial to buy, time to productive use, renewal etc
  • Direct reports : None

    Indirect reports : None

    Budget owned :

  • No direct ownership
  • Key stakeholders :

    Business Enablement community; Customer Success; Customer Service & Support; Global & Local CX community.

    Matrix Reports : None

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