CX Online Business Analyst

Company Description

Dropbox supports hundreds of millions of creators and innovators around the world. Our mission is to unleash the worlds creative energy by designing a more enlightened way of working. As we continue to build the best place to create, share, and work with others, there's a perfect spot for you to grow with us.


Team Description

Our mission in Dropbox is to simplify the way people work together. With a user base of over 500 million, the Customer Experience team simplifies how our customers interact with Dropbox. We focus on understanding the customer journey as well as where we can simplify interactions and improve the Customer Experience.

We believe that the best kind of support experience is the one that customers never need. And we're working hard to create the next generation of self-serve, enablement, and education experiences for our 500M+ users. We want to be where our customers, across web, social, and community - any device, any time.

We're embarking on a multi-year strategy to deliver intelligent self-support, enablement and engagement through a world class customer experience across web, social media, community, and mobile. As part of the team you will play a key role in defining and shaping projects and approaches to delivery. This is an exciting opportunity for highly motivated individuals to work in a fast-paced customer focused environment.


Responsibilities:

* Collaborate with stakeholders to translate strategic online initiatives into detailed project requirements, while understanding the technical aspect and implications.
* Translate high-level business requirements into clear, concise user-stories, mental model, uses cases, and workflows and work as part of agile development team to deliver projects.
* Work with product owners to develop and prioritise product backlog and take active part in backlog refinement, sprint planning, daily stand-up and retrospective meetings.
* Liaise with program mangers and developers in other teams on cross-team initiatives.
* Work closely with scrum masters to ensure requirements are managed in a manner that ensures agile best practices are maintained.
* Support the business in User Acceptance Testing (UAT). Monitor and support the testing, sign-off, and implementation of website releases.
* Work closely with design agency to create wireframes, mock-ups, and detailed UX specifications.
* Work with the business and data analytics team to identify and measure baseline metrics and KPIs to inform decision making.


Requirements

* Strong experience of Process Design and Business Analysis
* At least 3-5 years of developing requirements and creating user stories
* Translate business requirements into low level technical details.
* Experience in solution/product design including UI/UX experience and with systems integration.
* Experience with user-centered design principles, interaction design, and information architecture.
* Experience of working in agile teams, responsive to changing business priorities
* Experience of working on major customer facing websites an advantage
* Strong Communicating and Influencing skills
* Experience of Stakeholder Management
* Strong motivated self starter with a desire to progress their career as part of our ambitious growth strategy.
* Analytical and detail oriented with strong problem solving skills.
* Experience/knowledge of JIRA.


Dropbox is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work. A big part of that effort is our support for members and allies of internal groups like Asians at Dropbox, BlackDropboxers, Latinx, Pridebox (LGBTQ), Vets at Dropbox, Women at Dropbox, ATX Diversity (based in Austin, Texas) and the Dropbox Empowerment Network (based in Dublin, Ireland).