Business Analyst – Customer Experience
Job Summary
Job Description
The company is seeking a Business Analyst – Customer Experience to support the design and delivery of customer-centric solutions for enterprise clients. This role focuses on gathering requirements, analyzing processes, and improving customer journeys across multiple engagement channels. You will collaborate with stakeholders and technical teams to ensure solutions are aligned with business goals and deliver measurable improvements.
Responsibilities:
- Gather and document functional and non-functional requirements from stakeholders
- Translate business needs into user stories, acceptance criteria, and process flows
- Map end-to-end customer journeys and identify improvement opportunities
- Support solution validation and user acceptance testing processes
- Analyze customer data, KPIs, and operational metrics to drive insights
- Facilitate stakeholder collaboration through workshops and clear documentation
Requirements:
- 2–5 years of experience as a Business Analyst in CX, SaaS, or contact center environments
- Strong skills in requirements gathering, process mapping, and stakeholder management
- Familiarity with contact center platforms such as Amazon Connect
- Experience working in Agile environments with user stories and acceptance criteria
- Analytical mindset with ability to interpret customer and operational data
- Excellent communication, facilitation, and documentation skills
Benefits:
- Competitive remote salary within stated pay range
- Opportunity to work on enterprise-scale CX transformation projects
- Exposure to modern cloud and AI-driven customer engagement technologies
- Clear career growth into senior analysis, consulting, or product roles
Join the team to help design impactful customer experience solutions that drive business success and innovation.
