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About IntouchCX

IntouchCX is a general leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

About the Job

The Business Analyst plays a key role in enhancing customer interaction experiences and operational efficiency. This position focuses on analyzing user behavior, optimizing interaction flows, and supporting the design and continuous improvement of automated, user-facing solutions.

The role bridges business needs with technical execution, ensuring solutions are intuitive, scalable, and aligned with user expectations. Through close collaboration with cross-functional teams, the Business Analyst drives improvements in user journeys, system performance, and overall experience outcomes,



particularly in digital and interaction-driven environments.

As a Business Analyst, You Will
- Gather and analyze business and user interaction requirements, translating them into clear functional specifications.
- Map and document end-to-end user journeys, identifying opportunities for optimization and automation.
- Analyze user inputs, behaviors, and patterns to identify trends, gaps, and opportunities for improvement.
- Collaborate with cross-functional teams to design and refine interaction flows and decision logic.
- Support the development and enhancement of automated workflows and customer interaction processes.
- Monitor performance metrics and continuously iterate on solutions to improve accuracy, efficiency, and user satisfaction.
- Conduct root cause analysis on experience gaps and recommend data-driven improvements.
- Facilitate workshops and discovery sessions to align on requirements, flows, and expected outcomes.
- Tr

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1at6a0

📌 Business Analyst (Bogotá)
🏢 IntouchCX
📍 Bogotá