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Senior Customer Experience Business Process Analyst

Company: Exact Sciences Corporation
Location: Redwood City
Posted on: June 6, 2021

Job Description:

The Senior Business Process Analyst will be responsible for designing and optimizing analytical tools, business processes, and systems in the Exact Sciences Precision Oncology business unit supporting the Customer Experience Platform teams.  The Senior Business Process Analyst acts as the interface between business teams and technology teams.  This person will support process design and improvement projects, as well as product launches through all phases of the project lifecycle.


This position will specialize in assignments involving Order-to-Report processes and data analysis, and support of other areas will be assigned, as needed.  The primary customer for this position include Physicians and delegates, Online Ordering customers, Commercial Sales and Marketing and Customer Service for both International and Domestic areas.  

  • Work with department leads and Platform Lifecycle Manager to analyze existing business processes, systems, and analytical tools to identify pain points and opportunities for improvement.
  • Quantify projected return on investment; including quality and efficiency gains to assist in prioritization of projects.
  • Develop detailed documentation (e.g., gap analyses, business process flow charts, decision tables, features, business requirements documents, etc.) to aid in the development and refinement of new analytical tools and commercial processes.
  • Collaborate with IT Scrum teams and business to provide system design solutions and process changes.
  • Provide input and support during implementation phase; including carrying out software user testing, composing standard operating procedures (SOPs), and/or conducting employee training.
  • Serve as frontline support in troubleshooting process and systems issues and provide ongoing operational support, as required.
  • Manage backlog of projects and features; collaborate with business partners and Platform Manager to identify release candidates and roadmaps.
  • Provide project status updates in both verbal and written format.
  • Assist the project manager in developing detailed project timelines.
  • Work with minimal guidance from manager to deliver on medium to high complexity projects.
  • Quickly develops a detailed understanding of the data, processes, and systems utilized by the business area.
  • Consolidate input from business and technical stakeholders.
  • Work with team members to negotiate project timeline and scope to make best use of resources.
  • Overcome challenges to move projects forward.
  • Efficiently manages multiple projects with competing deadlines.
  • Effective analysis and communication skills. Mines data to inform business process flow decisions.
  • Document complex business processes.
  • Outstanding written and verbal communication skills.
  • Deliver well-organized, informative presentations, and requirement documents.
  • Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
  • Support and comply with the company’s Quality Management System policies and procedures.
  • Regular and reliable attendance.
  • Ability to work designated schedule.
  • Ability to work nights and/or weekends, as needed.
  • Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 50% of a typical working day.
  • Ability and means to travel between Redwood City locations.
  • Ability to travel 25% of working time away from work location, may include overnight/weekend travel.

Minimum Qualifications

  • Bachelor’s degree in Business Administration, Science, Engineering, or related field; or High School Degree/General Education Diploma and 4 years of relevant experience in lieu of Bachelor’s degree.
  • 5+ years of experience in business operations.
  • 1+ years of experience involving business analysis, process development, or project management.
  • Demonstrated ability to perform the Essential Duties of the position with or without accommodation.
  • Authorization to work in the United States without sponsorship.

Preferred Qualifications

  • 5+ years of experience in commercial or customer experience. 
  • Ability to work in BPMN 2.0 Business Process Modeling.
  • UI/UX experience for front end web and mobile applications.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state or federal law. Applicable portions of the Company’s affirmative action program are available to any applicant or employee for inspection upon request.

Keywords: Exact Sciences Corporation, Redwood City , Senior Customer Experience Business Process Analyst, Other , Redwood City, California

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