Bpo Analyst Digital Solutions and Customer Journeys Proficiency in Jira, Confluence, and Figma

In a short-term capacity engagement of 6 months.

The BPO Analyst will support the BPO Lead in designing, documenting, and optimizing customer journeys across digital sales and care touchpoints. The role is focused on developing solutions that meet business objectives ? such as increasing conversions, reducing cost-to-serve, and improving customer satisfaction ? by aligning process design with digital best practices and automation enablers.

Key Responsibilities:

- Partner with the BPO Lead and business stakeholders to translate commercial goals into digital journey designs.
- Develop end-to-end process maps and solution flows that optimize sales and support experiences.
- Identify opportunities to improve conversion, reduce friction, and simplify digital interactions.
- Collaborate with Product, IT, and Care teams to ensure solution feasibility and alignment with business priorities.
- Support the design and implementation of digital-assisted and self-service processes across website and app.

Qualifications:

- Bachelor?s degree in Business, Operations, or Telecommunications.
- 3+ years of experience in process design, CX, or business transformation in telecom or digital environments.
- Strong analytical and problem-solving skills with a focus on customer journey improvement.
- Familiarity with automation tools, order management systems, and digital CX frameworks.
- Proficiency in Jira, Confluence, and Figma.