Business Analyst - Interaction Management CX

Our client is a trailblazing pioneer in the Tobacco Manufacturing Industry. What sets them apart is their unwavering commitment to innovation and progress. They have embarked on a remarkable journey of transformation, with a resolute aim to create a smoke-free future. This ambitious endeavour has completely redefined every aspect of their business, from the production and distribution of their products, to how they interact with their customers and society as a whole.

By embracing this transformation, our client is leading from the front, with their pioneering vision and steadfast determination to create a smoke-free future.

With a workforce of more than 75,000 talented individuals worldwide across 180 countries, they have truly established themselves as a global leader in the industry. 

Role Description:

• With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver, better, brighter solutions in a space that allows you to move your career forward in endlessly different directions.
• The Smoke Free Product function is undergoing a critical overhaul as we look to transform into an agile, consumer-centric business that harnesses technological innovation to deliver smarter, science-backed alternatives to millions of adults around the world who would otherwise continue to smoke.
• It is only by focusing on our strategic priorities and the right organization that we are fully enabled to deliver what matters the most for our consumers along their journey toward better alternatives to cigarettes - a smoke-free future.
• Here, you can make a difference. You can craft the consumer journey, from discovery and acquisition through to conversion and loyalty. 
• And you can watch your efforts lead to meaningful change for the benefit of adult smokers on their way to better alternatives.
• You’ll develop your skills; collaborating across functions, markets and regions. 
• If you want to play a part in driving one of the biggest societal changes of our time, there’s no better place!
• For our team in Albarraque – Rio de Muoro (Portugal) we are therefore looking for a Business Analyst Interaction Management CX (IM CX) Product
• The overall purpose of this position will be to define the requirements for the IM CX product. Ensure the most optimal consumer experience, feeding the product quality with non-solicited data from consumers about the performance of our product.

Responsibilities:

• Define requirements the way that it enables the Product Vision for the IM CX Product for the horizon of 5 -7 years. 
• Ensure requirements are aligned with the vision of the other Products in the Product Group Care
• Actively contribute into the creation of the roadmap for the IM CX Product. 
• Ensure the design of the product enables Constant monitoring of the financial efficiency of the Product.
• Engage with the main stakeholders on the regular basis - Product Care, Consumer Experience, Product Quality, Business Intelligence in order to ensure the requirements incapsulate the strategy enablers. 
• Actively contribute to the strategy, exploiting the opportunities enabled by the emerging technologies.
• Maintain the quality of Product Documentation. Ensure the core customers can adopt product in self-service mode relying only on documentation provided
• Influence the Product's backlog management. Ensure the backlog prioritization respects the Business Analysis constrains.

Requirements:

• Bachelor’s degree or Master’s preferably in engineering related field.
• Previous experience in the business analysis (BABoK) of the Mass Service Domain.
• Knowledge of CRM platforms used in the Mass Service for Assisted Service.
• Solid knowledge of business process modelling notation (BPMN).
• Experience in using Atlassian tools.
• Fluent English, good sense of humor. Past experience in coding is an advantage.

What We Offer:

• Our success depends on the people who come to work every single day with a sense of purpose and an appetite for progress. Join and you too can: 
• Seize the freedom to define your future and ours. We’ll empower you to take risks, experiment and explore. 
• Be part of an inclusive, diverse culture, where everyone’s contribution is respected; collaborate with some of the world’s best people and feel like you belong. 
• Pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress.