Sr Digital Service Analyst

Job Title: Senior Digital Service Analyst

Shift Timings: 1.00 PM – 10.00 PM
Location: Hyderabad

• 3 Days onsite and 2 days remote in a week
• Cab will be provided door pickup and door drop.

Reporting to Director, Corporate & Commercial Services Management

Job Family Digital Experience Development

Job Description (Summary)

The Senior Digital Service Analyst will work closely with Business service owner to lead the design, development, and maintenance of multiple digital service journeys for Quest. This individual will be responsible for developing strategies to test and scale new service offerings and channels. They will work with service managers and software engineers to get new services and features in the hands of Quest customers and iterate upon these offerings based on consumer reception and as part of an Agile delivery team. The Senior Digital Service Analyst will mentor and train Digital Service Analysts to support the Digital Service Management team in the creation and tight management of end-to-end digital journeys for services, including supporting activities for collecting, documenting and delivering on the voice of the customer / business and facilitating strategic work sessions with business stakeholders to prepare proof of concepts for new business endeavors. The Senior Digital Service Analyst will work closely with the Business in close.

Duties and Responsibilities:

Design and maintain end-to-end digital service journeys (from creation of concept to implementation and continuously monitoring and refining), working closely with the Digital Service team and Business stakeholders.

• Proactively create and maintain detailed digital service journeys, journey progress metrics/KPIs, identify journey dependencies and risks related to other product, platforms, services, or applications and develop mitigation strategies with the Business and in support of digital service needs.
• Define and document service user stories to enable technical design, development, and testing.
• Partner with the UX/UI team to establish experience interactions and designs based on high level feature requirements.
• Support the drive for detailed service feature definition, including functional and non-functional requirements.
• Serve as part of an Agile team working, with Business, Architecture, DevSecOps, Infrastructure and other HTAS functions, to support the Digital Service team and Business in prioritizing and grooming service backlogs regularly and for multiple services at a time
• Develop and deliver progress reports for digital journey progress, risks, and metrics for leadership (Business and HTAS)
• Analyze and identify strategic factors which drive digital service growth.
• Validate analysis using customer centric design practices.
• Support in recommending service rollout strategies which result in removing barriers.
• Partner with data scientists to build a highly scalable data infrastructure to generate insights. • Research the competitive landscape to formulate growth strategies, create forecasts and objectives around adoption, retention, and engagement with digital services.
• Partner with service managers to understand, develop and inform digital service roadmaps, and support roll out plans.
• Conduct monitoring and analysis of how customers use our services and features to validate service market fit and drive digital service growth.
• Perform modeling/analytics to assist new service and pricing strategies for various Quest digital services. • Support on development direct-to-consumer marketing strategy and initiatives to support business growth objectives for digital services.
• Help build targeted insights to inform the design and development of new customer experiences, as well as breakthrough technology and concepts designed to deliver new go to market strategies for digital services at Quest
• Understand the long-term support strategy for digital services and its relevance to support innovation.
• Support in development of customer/service innovation roadmap - including yearly medium-term, long-term, and future innovation goals.
• Own and develop the strategic orientation of innovation management for the relevant digital services.
• Analyze opportunities, risks, strengths, and weaknesses, as well as the derivation of critical issues of the future and the purpose and vision of what Quest wants to achieve with innovation.
• Conduct research into future trends and the impact and opportunity for the Quest. Make future projections as the basis for the innovation strategy.
• Source, identify and instill innovative best practices to maximize the value of existing technology and practices for Quest digital services
• Become an expert on emerging innovations around digital services for support Quest Job Description Template V5.10.2022
• Develop and seek innovative ideas from a wide variety of sources, internal and external, collect, evaluate, and select ideas actively search for ideas and innovative technologies outside the company.
• Develop effort vs benefit-based business cases to examine whether an innovation is worth doing or worthy of funding