Operational Customer Experience (OCE) Business Analyst

Job Summary

The Operational Customer Excellence (OCE) Business Analyst plays a critical role in driving customer-centric process improvements and operational efficiency in customer onboarding and the order processing lifecycle. This position partners with cross-functional teams to identify all information needed for customer onboarding that enhances the overall customer experience, and by driving orders to first-pass order success.

Essential Job Functions

• Evaluate current onboarding and order processing workflows to identify inefficiencies and opportunities for improvement.
• Responsible for the onboarding of new customers and the verification of system changes to support customer transactions.
• Partner with Sales, Operations, Customer Support, and IT teams to ensure seamless process integration and handoffs.
• Gather, document and manage detailed business requirements for Customer set up.
• Partner with the EDI Analyst on order errors to establish fixes to prevent recurring errors.
• Ensure the data on customer including billing structure, cross references, pricing set up and EDI requirements is accurate.
• Collaborate with Data Governance on governance standards and workflows regarding customer set up.
• Ensure all changes positively impact customer satisfaction and reduce friction points.

Education & Experience

• Bachelor’s degree in Business, Operations, or related field
• 3–5 years of experience in business analysis, process improvement, or operational excellence roles.

Education & Experience

• Strong analytical skills
• Excellent communication and stakeholder management skills
• Proficiency in Excel, PowerPoint and Word

Competencies

• Knowledge, Skills And Abilities
• Oracle Fusion, CPQ, EDI
• Customer-Centric Mindset
• Analytical & Problem-Solving Skills
• Operational Equipment

Work Environment and Physical Demands

• Work Environment
• Office
• Seldom exposed to fumes or airborne particles.
• Loud working environment of the shop area.
• Physical Demands
• Office
• Sedentary.