Position Summary

Why join our team?

It is an exciting time to join Samsung! The Customer Experience (CX) team plays a major role in how we serve our customers and how we connect them with our highly respected service and support teams across Europe. Working in close collaboration with our Innovation and process team for API development and countries across Europe, this new role will help drive the future of our support delivery for Samsung for the next decade or more.

We are looking for someone who can bring an outside-in approach to how to build solutions and ensure requirements are clearly communicated to technical teams. Not only that but also someone that understands the importance of different systems talking to one another as well as the importance of integration, interoperability, security but most of all customer and agent needs.

This role sits in one of the teams closest to our global HQ systems team and be the bridge between our needs in Europe, systems requirements and the architecture that drives experience. We are a dynamic team that prides itself on innovative ways of improving and inspiring change and transformation in an often fast paced and often ambitious environment.

Role and Responsibilities

Your key responsibilities

We are looking for a business or systems analyst that can develop clear and concise schematics of a new Global System Call Cloud System for voice that we are looking to bring online in 2025. We need someone who can help with a high priority rollout across Europe.

Overall, we need someone that can bring fresh eyes to how we currently operate and look at ideal design of a potential new call cloud as a service (CcaaS) system to better serve customers via voice, that has an understanding of the potential for AI as well as IVR flows. We need some good with schematics of how things should run for efficient service, while ensuring customer is at the centre of how we operate also practical with an understanding that we need to deploy quickly and enhance over time.

You will play a critical role in supporting our contact centre projects and driving business growth. Your day-to-day responsibilities will include:

• Requirements Gathering: Work with collaborators to gather and document business requirements for contact centre system enhancements, upgrades, or migrations

• Analysis and Design: Analyse business needs, develop functional specifications, and design solutions to meet those needs

• Integration Planning: Plan and coordinate integration efforts between contact centre systems, backend systems, and other external systems

• Project Coordination: Support and coordinate mid-large sized projects, ensuring timely delivery, quality, and collaborator satisfaction

• Stakeholder Management: Communicate with stakeholders to ensure alignment and satisfaction with solutions

• Process Improvement: Find opportunities for process improvement and implement changes to optimise contact centre operations and improve customer experience

• Data Analysis: Analyse data to identify trends, opportunities, and challenges, and provide insights to inform business decisions

• Documentation and Reporting: Maintain accurate documentation and reporting, including cases, functional specifications, and project status updates

• Change Management: Develop and implement change management plans to minimise disruption to contact centre operations during system changes or upgrades

• Metrics and Performance Monitoring: Develop and track metrics to measure contact centre performance, including key performance indicators (KPIs) and service level agreements (SLAs)

• Continuous Improvement: Continuously monitor and evaluate contact centre operations, identifying areas for improvement and implementing changes to optimise efficiency and effectiveness.

What we need for this role

To be successful, you will possess the following skills and attributes:

• Experience with contact centre platforms including AWS, NICE and Sprinklr highly desirable but ability to think beyond these tools to achieve goals

• Knowledge of cloud-based technologies and migration strategies with a view to wanting to improving experiences for customers and agents alike

• Familiarity with agile methodologies and iterative development approaches but flexible to leverage traditional tools to achieve tasks

• Certification in business analysis, project management, or related fields (e.g., CBAP, PMP, Scrum Master)

• Experience with data analytics and visualisation tools such as Tableau, Power BI, QlikView, Jira, Confluence, Lucid but not necessarily all of them, must be adept at PowerPoint and Excel as well

• Knowledge of machine learning and artificial intelligence concepts and applications

What does success look like?

This role will require excellent documentation skills so ability to build process flows or schematic diagrams will be essential.

We need a strong business analyst with project management and technical knowledge, who is good at tracking communication from multiple people from a diverse group of backgrounds and translating this into designs and stories that everyone can understand. Someone who has good project planning and management but is able to use common sense and understand that thinking ‘customer’ and thinking ‘agent’ is as important as the technology in terms of having the right tools to serve.

Essential to this role will also be someone who is not afraid to communicate and that cam regularly update progress to a working group and be able to consider multiple ‘opinions’ when forming recommendations.

We believe someone with the following competencies & characteristics will help them succeed in this role:

• Proven experience as a Business Analyst with a contact centre background, preferably in multi geographical BPO (Business Partner Operations/ Outsourced contact centre) environments

• Strong understanding of contact centre operations, including workflows, processes, and technologies

• Familiarity with backend systems such as CRM, ERP, digital (chat, sms/WhatsApp/viber), social, database, customer management systems

• Knowledge of integration techniques and tools, including APIs, web services, and middleware

• Excellent analytical and problem-solving skills, with ability to interpret data and provide insights

• Strong communication and interpersonal skills, with ability to work with diverse stakeholders, including technical teams, business leaders, and customers

• Project management skills, with experience in coordinating mid-large sized projects

• Ability to work in a fast-paced environment, prioritising tasks and meeting deadlines

• Strong attention to detail, with ability to identify and mitigate risks

• Experience with change management principles and practices

• Able to work in an often ambiguous business setting and able to take the initiative to move our teams forward

• Ideally with knowledge of collaboration tools such as Jira, confluence, lucid etc.

• Understanding of security and compliance requirements in a contact centre environment

Success in this role will be to shape the future of customer service and support and help us deliver a system that is best in class cloud-based voice solution and that will streamline how we serve customers. Design thinking imperative and an effortless process for customers our main goal.

The interview process

Likely to be no more than two interviews, one with the line manager and one with our working group

• Line manager will be involved in first round

• Second round with our working group (likely to consist of up to 5 people), may be in the form of a presentation or walkthrough of ideas.

Any case studies or examples of previous similar work would be useful pre-interview

Skills and Qualifications

Benefits of working at Samsung include

• Hybrid working – 3 days in the office and 2 days at home per week

• Bonus scheme linked to individual, team and company performance

• Car allowance

• Pension contribution

• Three volunteering days each year

• Holiday - 25 days plus bank holidays and an additional day off for your birthday

• Access to discounts on a wide range of Samsung products

• Access to a discount shopping portal

A note on equal opportunities

We are an equal-opportunity employer and value diversity at our Company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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