Join a dynamic team where you help shape the customer experience. You play a key role in mapping customer journeys, improving processes, and making sure every customer voice is heard. Work in a place where new ideas, teamwork, and respect drive success.
Your tasks
- Define requirements and map customer journeys using agile or waterfall methods
- Identify journey gaps and lead operational readiness
- Translate complex information into clear, written requirements for technical and non-technical audiences
- Review, analyze, and create detailed documentation for business rules and work instructions for agents
- Collaborate with stakeholders to improve agent training and customer communication
- Create business cases and analyze data to find customer needs and measure results
- Serve as the main contact for Customer Service topics, guiding on requirements, processes, and customer experience impacts
- Facilitate, negotiate, and mediate between technical and business teams to improve satisfaction and efficiency
- Represent the customer's voice to improve satisfaction
- Work closely with team members like Product Managers, Business PMs, IT PMs, trainers, developers, and testers
- Lead User Acceptance Testing (UAT) and business validations to ensure solutions meet needs and expectations
What you bring
- At least 3 years of experience in Business Analysis or Process/Project Management, preferably in telecommunications
- Experience with Agile and/or Waterfall methodologies
- Strong focus on customer experience and process improvement with a digital-first mindset
- Analytical thinker with a proactive, solution-oriented approach
- Ability to manage shifting priorities and adapt to changes
- Excellent communication, storytelling, interpersonal, teamwork, and organizational skills
- Ability to engage both technical and business audiences effectively
What we offer
- Work in a dynamic and multinational environment where every voice is heard
- Be part of a team that values diversity and celebrates differences
- Equal pay for equal work is recognized and certified
- Opportunities to grow, try new things, and shape the future together
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Über uns
Sunrise is a leading company where teamwork, respect, and innovation come together. We celebrate diversity and make sure every perspective counts. Join us to be part of a forward-thinking environment that values equality and growth.
Das Team
Be part of the Customer Journey Excellence team in the Flanker Brands organization, working closely with experts from different areas to improve customer satisfaction and drive success together.