Working as a business analyst, I was collaborating with developers and testers; looking at systems and features. I would look at tickets that had been raised by customers and make sure bugs were flagged and resolved. I would get a lot of positive feedback about how I’d service clients, dealing with a lot of product complaints but I was also in a position where I could only do so much. It was frustrating.
The very reason I wanted to get into the business industry is to change it and make it more user centric, I just didn't realize that it was UX. I was always very passionate about making things tailored to the customer experience, making business more focused on the needs of the community.
So then I discovered UX and I realised it was exactly what I'd been trying to implement.