Customer Experience Business Analyst

Netafim Digital Farming is a dynamic and innovative agriculture company committed to delivering exceptional customer experiences. As we continue to grow, we seek a motivated individual to join our team as a Customer Experience and Support Specialist. This role will be pivotal in shaping and implementing customer success systems, guidelines, processes, and knowledge management tools.

Responsibilities:

1. Systems implementation and management:

· Work closely with IT and other relevant departments to identify and implement systems that enhance customer experience and streamline processes.

· Ensure seamless integration of new systems with existing platforms, providing end-to-end solutions for improved efficiency.

· Maintain and update financial systems and software, ensuring data integrity and cost-effectiveness

2. Process Definition and Documentation:

· Collaborate with cross-functional teams to identify, document, and refine customer-centric processes.

· Develop comprehensive process maps, workflows, and standard operating procedures (SOPs) to ensure clarity and consistency, based on Digital Farming strategic plan.

3. Key Performance Indicators (KPIs) and Service Level Agreements (SLAs):

· Establish KPIs and SLAs that align with the company's customer experience goals.

· Develop a monitoring and reporting framework to track and analyze performance against established KPIs and SLAs.

· Perform continuous monitoring of predefined data sets to ensure the effectiveness of product, process and system.

4. Continuous Improvement:

· Proactively identify areas for improvement in customer processes and systems.

· Drive continuous improvement initiatives, working collaboratively with various stakeholders to enhance the overall customer experience.

requirements:

• Proven experience in process improvement, system implementation, or a related role.

• Familiarity with customer experience management principles and practices.

• Strong analytical and problem-solving skills with a keen attention to detail.

• Excellent communication and interpersonal skills to collaborate effectively with cross-functional teams.

• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities