Business Analyst, Consumer Relations

• Deerfield Support Center – Deerfield, IL

• Miramar Contact Center – Miramar, FL

• Orlando Contact Center – Orlando, FL

• Chandler Contact Center – Chandler, AZ

The Business Analyst supports operational teams by translating performance data, business workflows, and customer experience signals into clear requirements, actionable insights, and measurable improvements. While the role title does not reference contact centers, a significant portion of the work supports customer support and contact center operations, including analysis of performance drivers such as Average Handle Time (AHT), After Call Work (ACW), volume, productivity, and workflow efficiency.

This role is responsible for creating and delivering Voice of the Customer (VOC) reporting and insights for business leaders, business partners (including Legal), and executive leadership. This includes regularly scheduled reporting and ad-hoc analysis. The role also includes developing and maintaining high-quality Knowledge Base (KB) articles and Standard Operating Procedures (SOPs).

Tools commonly used include Salesforce, Medallia Excel, PowerPoint, Word, and Power BI.

Some core tasks involve:
• Gather and document business and functional requirements

• Interpret operational and contact center data

• Create VOC reports for leaders and executives

• Support initiatives through implementation and follow-up

• Create and maintain KB articles and SOPs

• Collaborate cross-functionally with business, analytics, IT, Legal, and operations teams

• Gathers and documents client requirements; helps identify desired results and provides an understanding of the opportunity or problem.
• Reviews high level test plans, business and system requirements based on quality assurance plans.
• Gathers and documents functional requirements from business requirements, including page specs and use cases where needed.
• Assists in scope definition and managing initiatives from definition through implementation, providing necessary updates and communications to stakeholders.
• Provides basic end-user support in post-deployment phases, and supports the assessment and evaluation feedback process to ensure that the requirements necessary to correct issues are addressed.
• Understands and identifies the correct resources to help define and validate both requirements and specifications.
• Helps identify opportunities for improving efficiency of application portfolio and associated business processes.
• Interfaces with stakeholders to answer routine application and requirements questions. Escalates the more complex questions, but follows up for resolution.
• Works with business owners and operations to review suggestions, system enhancements and production issues.

Founded in 1901, Walgreens (www.walgreens.com) proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for pharmacy, retail and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.

• Bachelor's Degree or High School Diploma/GED and at least 3 years of experience in retail or mail pharmacy.
• Ability to elicit requirements from business owners through a variety of methods and to document requirements clearly and concisely for stakeholders.
• Ability to identify qualitative and quantitative indicators for success.
• Experience with requirements specification and development: process/functional requirements definition methods, JAD/RAD sessions, use case development, and process flow diagrams.
• Outstanding written and verbal communication skills.
• Excellent presentation skills.

• Experience with Agile and continuous improvement methodologies (Lean Six Sigma).
• Experience using analytical skills, tools and techniques to investigate information and to draw conclusions.
• Experience in identifying operational issues and recommending and implementing strategies to resolve problems.
• Experience in operational or customer support environments
• Understanding of AHT, ACW, and related performance drivers
• Experience with VOC analysis and reporting
• Proficiency with Excel, PowerPoint, Word, and interpreting Power BI dashboards
• Strong documentation, communication, and analytical skills
  

The Salary below is being provided to promote pay transparency and equal employment opportunities at Walgreens. The actual hourly salary within this range that you will be offered will depend on a variety of factors including geography, skills and abilities, education, experience and other relevant factors. This role will remain open until filled. To review benefits, please click here jobs.walgreens.com/benefits. If you are applying on a job board or unable to click on the link, please copy and paste this URL into your browser jobs.walgreens.com/benefits