💼 My Role

Business Analyst

Responsibilities

• Business case development
• Problem analysis
• Requirements identification
• Solution evaluation
• Cost-benefit analysis
• Risk assessment
• Stakeholder-focused documentation
• Implementation planning

📌 Project Overview

Developed a business case for Flex Quick Retail focused on improving customer experience (CX) across its e-commerce platform.

The project addressed declining customer retention caused by poor website usability, slow customer support, and limited delivery visibility. The proposed solution aimed to improve customer satisfaction, retention, and long-term revenue growth through strategic digital enhancements.

🎯 Business Problem

Flex Quick Retail experienced declining customer retention despite offering competitive pricing and a large product catalog.

Customer feedback identified several key pain points:

• Difficult website navigation
• Slow customer support response times
• Generic customer service interactions