Senior Aftersales Business Process Analyst

About us

Dyson has 37m interactions with our owners every year across multiple touchpoints and geographies.  We recognise that excelling at service as well as technology is how we grow our business.  Where our service is good we delight owners and directly drive advocacy and repurchase.  We always put the customer first and in doing so look to implement technology solutions and ways of working that unlock rich and rewarding customer journeys and experiences. The world of Customer Service is continually evolving.  Consumer expectations of what good service is increase and Dyson are committed to ensuring that we meet this demand and support owners when and where they need us.

About the role

The Aftermarket Business Analyst role supports the CRM (Customer Relationship Management) and ERP (Enterprise Resource Planning) processes deployed across the Global Aftermarket landscape. The role sits within the Global Aftermarket team and provides support to enhance Repair and Refurbishment operations in all markets.

This function is critical to the effective deployment and use of our systems, working with Product Owners and Customer Service stakeholders, to identify and document standard Aftersales processes, to be deployed in all markets. As a Subject Matter Export, you will also be called upon to support the business in the development of reporting tools, in the monitoring of compliance, with triage and troubleshooting, with process insight and by suggesting improvements.

A strong focus on Owner Experience is expected, to ensure all Repair interactions with Customers are delivered to a consistent, high quality all around the world.

The Aftermarket Business Analyst will develop strong relationships with CRM Product Owners, the Global Aftermarket Community, the Global Customer Service Community, Dyson IT and Incident management teams.

• Proactive process improvement recommendations that will ultimately lead to improved efficiency and/or an enhanced owner experience.

• Documenting and recording Change Request (CRs).

• Work closely with all Stakeholder in support of new releases and enhancements.

• Providing training to in-market trainers.

• Develop deeper understanding of Aftermarket CRM interactions with wider IT infrastructure, to enable resolution of more complex issues.

• Work closely with other functions to develop their high-level understanding of Aftermarket processes.

• Performing process compliance analysis.

• Develop reports to facilitate analysis of Key Performance Indicators and provide process and performance insight to key stakeholders.

• Provide support to the development of all reporting tools and methodologies, by understanding and clearly articulating outputs with customer value and business value in all processes.

• Creating training material and instructions, to be managed in a knowledgebase accessible to the Aftermarket and Customer Service community (where required).

• Supporting external program and project teams where required.

• Act as CRM escalation point for the Aftermarket community.

• Investigation of recurring or chronic system issues that remain unsolved, with the appropriate follow-up to other Dyson teams to progress and work towards resolution.

• Supporting the Incident management team with analysis and impact assessment, where required.

About you

• Knowledge and experience of CRM applications.

• Advanced understanding of Salesforce.

• Knowledge and experience of SAP S4 Hana.

• Knowledge and experience of Customer Service and Aftermarket (Repair) services.

• Ability to solve problems under difficult or high-pressure circumstances.

• Ability to work individually and as part of a team.

• Strong analytical, interpersonal and communication skills key.

• Ability to explain complex, highly technical information to non-technical colleagues using clear and simple language.

• Experience of working in a fast-paced environment with multiple open incidents and projects.

• Advanced use of Microsoft Excel.

Benefits

• 27 days holiday plus eight statutory bank holidays

• Pension scheme

• Performance related bonus

• Private medical insurance

• Life assurance

• Sport centre

• Free on-site parking

• Subsidised café and restaurants

• Discounts on Dyson machines

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Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.