Global IVA Business Analyst, Operations
Western Union
Quezon City, PHL
1d ago

Do you have a passion for delivering on a promise to transform the customer journey and delivering exceptional customer & agent experiences?

Do your talents lie in providing solutions to help optimize our automated and self-service features? Do you have experience working with Conversational AI and developing acceptance criteria to deliver new BOT’s through the IVA Channel?

Motivated by our values : purpose driven, globally minded, and trustworthy & respectful

We’re a FinTech that’s using insight from customers and colleagues worldwide to improve financial services for families, small businesses, multinational corporations, and non-profit organizations.

We’re a team of over 8,000 people serving 200 countries and territories. We believe when money moves, better things happen.

Better requires process, discipline, and simplification

As the Global IVA Business Analyst, Operations for the Interactive Voice Services team, you will be responsible for developing comprehensive user stories and features for the Global Interactive Voice and IVR Platforms, that will help us deliver on a promise to expand new self-service capabilities and offer exceptional customer & agent experiences.

In this role, you will leverage your deep understanding & expertise of Western Union’s business and operational support processes to elicit, document and develop acceptance criteria for Agile User Stories and Features.

Working closely with the LEAD IVA Business Analyst and IVA technology team, WU technology experts, vendors, product owners, and other SME’s & Stakeholders you will develop stories that will launch new & innovative high value solutions to ensure a flawless solution is delivered.

You will be responsible for initiating, leading or participating in regular backlog grooming / sprint planning sessions and demonstrate a creative drive and the desire for continuous improvements.

You will ensure all stories maintain a HIGH standard for exceptional customer experience and delivering on our operational efficiency goals.

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