Customer Care Implementation Analyst

Implementation Analyst – Job Description

Reporting to the Implementation Manager/Leader, the Implementation Analyst supports the execution of Customer Care services for clients and contributes to operational and implementation projects. The role is responsible for data analysis, development of knowledge content and related documentation, coordination of project tasks, system testing preparation and execution, and training preparation and delivery to support the implementation team in delivering high-quality client solutions.

The Analyst plays a key role in ensuring project milestones are met and that implementation activities align with Customer Care best practices.

• Assist in gathering and documenting requirements during client discovery and implementation phases.
• Support the development of training materials, knowledge content, and tools for operational readiness.
• Perform data analysis to support risk assessments, financial tracking, and performance metrics.
• Coordinate with internal teams to ensure timely completion of project-related tasks.
• Support the stabilization phase by tracking issues and assisting with resolution efforts.

• Support the Implementation Manager in consulting clients on Customer Care best practices.
• Help prepare presentations and materials for clients and internal stakeholder communications.
• Provide input on customer care best practices to enhance delivery.

• Track progress of implementation tasks and update project plans accordingly.
• Analyze data to identify trends, risks, and opportunities for improvement.
• Assist with information needed to prepare financial variance reports and budget tracking.

• Collaborate with cross-functional teams to ensure alignment on customer care implementation goals.
• Support transition planning and execution for post-live stabilization.
• Assist in preparing pre-live and post-live reporting and metrics.

• Proactively question existing processes, tools, and methodologies to identify opportunities for improvement.
• Assist with development of forward-thinking strategies that enhance efficiency, scalability, and client impact.
• Collaborate cross-functionally to evaluate alternatives and implement best-in-class solutions.
• Demonstrate a strong bias for action and a willingness to challenge conventional thinking in pursuit of excellence.

• Bachelor’s degree in Business, Information Systems, or related field preferred.

• 3-5 years of experience in a business analyst, project coordinator, or implementation support role.
• 3-5 years of experience in customer service delivery, including knowledge development and training delivery.
• Strong analytical and problem-solving skills.
• Proficiency in Microsoft Excel, Word, and PowerPoint.
• Excellent written and verbal communication skills.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Knowledge of project management methodologies (PMI or Agile) is a plus.

• Occasional evening or weekend work may be required to meet deadlines.
• Collaboration with global teams may require flexibility in working hours to accommodate different time zones.
• Frequent computer use at workstations for extended periods.

So that you can be your best at work and home, we consider flexible working arrangements wherever possible.

• Anticipate Customer Needs – We stay ahead of trends so our customers can grow and succeed.
• Own the Outcome – We take responsibility for delivering excellence and ensuring things get done right.
• Challenge Ourselves to Work Smarter – We move faster than the world around us to drive change and accomplish more.
• Empower Each Other to Solve Problems – We tackle challenges head on, ask tough questions, and collaborate to find the best solutions.
• Care About Our Work – We understand that what we do impacts millions, and we have a responsibility to get it right.

At Strada, we support your whole self—offering a range of benefits for your health, wellbeing, finances, and future. These include health…