CS Business Analyst

Responsibilities

The Business Analyst will design and deliver automation solutions using AI and generative AI to optimize customer service workflows. They will analyze customer data to identify inefficiencies and collaborate with stakeholders to define future contact center strategies.

Requirements

The ideal candidate has a passion for AI and generative AI with the ability to break down complex problems into actionable steps. Proficiency in data analysis, project management methodologies, and strong communication skills are required for this role.

Skills

• Business analysis
• Artificial intelligence
• Generative AI
• Data analysis
• Workflow optimization
• Project management
• Stakeholder management
• Microsoft Office
• Presentation skills
• Negotiation skills
• Problem solving
• Attention to detail
• Automation
• Customer service strategy

Benefits

• Competitive salary
• Discounted and unlimited travel
• Defined contribution pension scheme
• Death in service benefit
• Annual leave
• Unpaid leave
• Cycle 2 work scheme
• Career progression

About this role

Company Description
Ryanair, over our 40 year history has grown to become Europe's largest airline group connecting more guests across more routes than any other European carrier. We are a fast-paced, ambitious and innovative company, offering exciting career opportunities across aviation, technology, operations and support functions. Now is a fantastic time to join as we look to grow to over 800 aircraft and 300m guests within the next 8 years.
Job Description
Ryanair are currently recruiting for a Business Analyst- CS Transformation to join the Customer Service Dept of Europe's Largest Airline Group. This is an excellent time to join Ryanair as we 100k to grow to over 800 aircraft and 300m guests per year withing the next 10 years.
As a Business Analyst within CS transformation, you will report into the Head Of Transformation, and you will work with a team of system experts and business analysts to design and deliver the best automation solutions to support the CS function in its ability to scale to up to 300 million customers per annum. Leveraging best in class technology and generative Al to deliver more self-service tools and fully automated workflows. This is an exciting opportunity for someone looking for a future career in Customer Service, who wants to be involved in defining the future of a contact center using AIIGenAl. This role will suit someone looking for a starting role in a successful company who wants to learn and grow in an ambitious team. The right candidate will benefit from a range of experience within the team and bring their ideas as part of a dynamic team environment.

Review customer workflows and identify inefficiencies and propose improvements. • Provide ideas on areas of improvement based on customer data (incoming chats, calls etc) • Create a view of "what is happening, and why?" to help support decisions/drivers for change. • Work and support with Al and GenA solutions across multiple areas, building and developing your Al understanding and learning. • Produce clear business requirements to help define future changes. • Work across a number of customer service projects supporting project delivery and timelines. • Work with third party suppliers and partners to deliver automation and changes. Support the CS Transformation team defining and developing the future contact center strategy. • Prepare updates to management on project progress and outcomes.
Qualifications
• Has a passion for Al and GenA projects and an ambition to learn/define what the future of aviation customer service will be.
• Demonstrates the ability to breakdown complex problems into actionable steps.
• Can show experience of analysing data and provide insights, identifying trends, spikes or repeat data (issues) and use to flag possible improvements required.
• Has the ability to work with stakeholders to gather document and validate business requirements. Ability to work in a fast-paced environment. Experience in using project management methodologies
• Proficient using the Microsoft Office suite
• Familiar with data analysis tools and techniques.
• Soft skills
• Strong presentation and negotiation skills
• Attention to detail
• Problem solving
Additional Information
Benefits: • Competitive salary • Discounted and unlimited travel to over 230 destinations Defined Contribution Pension Scheme • Death in Service Benefit up to 2 times of annual basic salary • 20 Days Annual Leave — Increasing to 22 days after 12 months and 25 days after 3 years of continuous service. • Option for up to 5 additional unpaid leave days per year Cycle 2 Work Scheme • Unrivalled career progression

About Ryanair Group Holdings

Airlines and Aviation · 10,001+ employees · headquartered in Co Dublin · founded 1985