Insurance Industry CRM Analyst

2 weeks ago


Kuala Lumpur, Kuala Lumpur, Malaysia Oliver James Full time
Job Description

We are seeking a highly skilled CRM and Contact Center Business Analyst to join our regional office team. As part of our ongoing transformation initiatives, this is an exciting opportunity to contribute to cutting-edge projects that redefine customer engagement and drive business impact.

The ideal candidate will have a strong background in integration projects, particularly in an OmniChannel context, with hands-on experience unifying CRM systems and voice applications into a single, cohesive solution.

  • Key Responsibilities:
  • Act as a key liaison between business stakeholders and technical teams to deliver integration projects.
  • Lead and support the implementation of an OmniChannel solution, unifying multiple CRM systems and voice applications across the region.
  • Collaborate with cross-functional teams to design, develop, and deliver customer experience (CX) enhancements.
  • Analyze and interpret complex business requirements, ensuring alignment with technical solutions and organizational goals.
  • Leverage knowledge of AI and data analytics to identify opportunities for process improvement and automation.
  • Provide expertise on Salesforce, Genesys, or similar platforms to ensure optimal performance and user adoption.
  • Stay updated on emerging technologies and industry trends to enhance customer engagement strategies.

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