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 look 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 AI to deliver more self-service tools and fully automated workflows. 

This is an exciting opportunity for someone looking for a future carer in Customer Service, who wants to be involved in defining the future of a contact center using AI/GenAI. This role will suit someone looking for a progressive 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. 

Responsibilities:  

• Review end-to-end customer service workflows to identify inefficiencies. With that, recommend automation and self-service opportunities that reduce staff activity and operational cost.
• Provide ideas on areas of improvement based on incoming customer data (call, chats, customer queries)
• Create a view of "what is happening, and why?" to help support decisions/drivers for change.
• Work and support with AI and GenAI solutions across multiple areas, building and developing your AI 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 world leading 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.

Requirements

• Has a passion for AI and GenAI projects and an ambition to learn/define what the future of aviation customer service will be. 
• Experienced in analysing data to provide actionable insights, identify trends, monitor repeat contacts, and recommend necessary improvements.
• 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 

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

Competencies