At 2U, we are all in on purpose. We are motivated by our mission – to eliminate the back row in education – and connected by our shared passion to deliver world-class digital education at scale. As the parent company of edX, the world’s leading online learning platform, 2U powers more than 4,000 online higher education offerings – from free courses to full degrees. Together with more than 230 colleges, universities, and corporate partners, we are helping to unlock human potential.
What We’re Looking For:
The Business Analyst is responsible for the workflows of the customer facing teams with the primary goal of delighting our customers throughout their purchasing and post-purchase journey.
This role involves optimising and troubleshooting the technologies that are involved in responding to customer requests and ensuring that the teams who answer customers are working as efficiently as possible by identifying and implementing automation opportunities. These technologies include CRM, Contact Centre, Live Chat, Call Scheduling, the Online Learning Campus and any new tools that are added to our suite of customer communication channels.
The Business Analyst will need to establish and maintain strong relationships with senior leadership (Director & VP level) across multiple departments, as well as external vendors in order to be successful in the role. They will work closely with the customer facing advisors and leadership to better understand where processes are causing poor customer experiences or inefficiencies. They will also work closely with the technology teams to brief in, prioritise and test requirements that require development.
A smaller component of this role includes selecting and onboarding new technology vendors from time to time when the business decides to implement new customer communication channels based on market research.
Responsibilities Include, But Are Not Limited To:
- Accountable for improving all aspects of customer interactions through current channels and implementing new interaction capabilities via emerging channels of communication. This includes briefing in clear technical requirements to the Customer Operations team in S&T and testing of the solution.
- Ongoing maintenance and management of Salesforce (CRM) and integrated tools, which include our Live Chat tool, Scheduling Tool and Contact Centre / telephony system. This involves keeping the documented related policies and operational procedures for each communication channel up to date, as well as being responsible for updates to settings and resolution of maintenance issues that arise.
- Manage SLA variance and standard deviation thresholds for customer requests on the associated communication channels and work in collaboration with the student engagement leadership to maintain these. This includes monitoring the most extreme exceptions such as lead loss and performing root cause analysis on these items. It also includes weekly monitoring of customer communication SLAs such as the answer rate for inbound calls, our honour rate for customers who request a call
- Responsible for leading the identification, selection, implementation and expansion of enterprise customer engagement technologies that integrate with the CRM to help deliver high quality customer service and grow revenue through increased sales and repeat sales
Things That Should Be In Your Background:
- Minimum 5 years of experience in internet, technology, retail or online education
- BA/BS in Business, Operations, Computer Science or equivalent
- Strong analytical skills, excellent attention to detail and good business judgement
- Strong oral and written English language communication skills
- Experience working with CRMs (Salesforce advantageous)
- Proven ability to work in a fast-paced environment and dealing with ambiguity
Other Attributes That Will Help You In This Role:
- Good problem solving skills
- Analytical, strategic and logical thinker
- Time management, discipline, accountability, self-motivation and eagerness to learn
- Ability to communicate technical concepts to non-technical audience
- Ability to understand business requirements and translate to technical solutions
- Ability to work well under pressure
- Ability to collaborate effectively and work as part of a team as well as on your own
- Attention to Detail
Benefits & Culture
Our global employee base is a diverse collection of innovators, dreamers, and doers working together to transform lives through higher education. We believe that every employee can advance our shared purpose, and that life at 2U should be fun and meaningful. If you’re excited by the opportunity to provide over 40 million learners and counting with access to world-class online higher education, then join us – and do work that makes a difference. #NoBackRow
We offer comprehensive benefits (unique per country) and excellent work/life balance.Full-time, ZA benefits include:
- 2 complimentary Getsmarter short courses per year
- Subsidised medical aid with Discovery Health Medical Scheme
- 4% 2U contribution towards Discovery Life Pension Fund and Group Risk Benefit
- Employee Assistance Program (EAP)
- Generous leave policy including time off to volunteer for non-profit organization, study leave, sports leave and a company-wide festive season break
2U Diversity and Inclusion Statement
At 2U, we are committed to building and sustaining a culture of belonging, respect, and inclusion. We are proud of the steps we’ve taken to bring together an employee base that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities. We strive to offer a workplace where every employee feels empowered by what makes us different, as well as by how we are alike.
2U is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodations, please reach out to us at2U is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodations, please reach out to us at: [email protected]
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About 2U Inc. (NASDAQ: TWOU)
For more than a decade, 2U, Inc. has been the digital transformation partner of choice to great non-profit colleges and universities delivering high-quality online education at scale. As the parent company of edX, a leading global online learning platform, 2U provides over 45 million learners with access to world-class education in partnership with more than 230 colleges, universities, and corporations. Our people and technology are powering more than 4,000 digital education offerings — from free courses to full degrees — and helping unlock human potential. To learn more: visit 2U.com.
About edX
edX is the education movement for restless learners and a leading global online learning platform from 2U, Inc. (Nasdaq: TWOU). Together with the majority of the world’s top-ranked universities and industry-leading companies, we bring our community of over 45 million learners world-class education to support them at every stage of their lives and careers, from free courses to full degrees. And we’re not stopping there — we’re relentlessly pursuing our vision of a world where every learner can access education to unlock their potential, without the barriers of cost or location. Learn more at edX.org.
Learn more at
https://2u.com/careers/ #NoBackRow
The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position, and are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.
2U is an equal opportunity employer that does not discriminate against applicants or employees and ensures equal employment opportunity for all persons regardless of their race, creed, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, marital status, disability, citizenship, military or veterans’ status, or any other classifications protected by applicable federal, state or local laws. 2U’s equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits and pay.
2U is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. 2U requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.