Senior Business Analyst, Client Experience

Role Overview

• Own end-to-end analysis of NPS and VoC data across customer journeys, channels, and segments
• Identify trends, root causes, and drivers of customer satisfaction, loyalty, and detractor behavior
• Analyze customer feedback across channels including surveys, digital experiences, service interactions, and advisor/client touchpoints
• Drive evolution of end-to-end customer journey maps across personas, products, and lifecycle stages
• Use journey-level insights to support prioritization, roadmap planning, and business cases
• Partner with Data and AI teams to define requirements for predictive models, driver analysis, and experience forecasting
• Facilitates activities and workshops to identify, analyze, and document business, product, and process requirements, including but not limited to business requirements documentation (functional, non-functional, user), use case scenarios, process flows, and UAT test scenarios/scripts.
• Ensure business requirements and changes to the requirements are captured and documented throughout the Project Management Lifecycle.
• Communicate requirements to various stakeholders, including but not limited to, business unit members, development team members, and other stakeholders as needed.
• Prepare estimates, to establish project timelines and milestones.
• Monitor leading and lagging indicators of customer sentiment to surface risks and opportunities
• Lead the development and maintenance of end-to-end customer journey maps across priority personas, products, and services
• Maintain journey documentation as living artifacts that evolve with process, technology, and customer expectations
• Participate in technical and business process issue tracking, management, and resolution.
• Maintain expertise in several business areas and their integration points to other departments or systems

Requirements

• 5+ years of experience as a member of software development team, preferably as a Business Analyst or Product Owner
• 5+ years of experience with customer journey mapping frameworks and using journey-level insights to support prioritization
• Direct experience working with NPS, VoC, or customer feedback programs
• Background in Agile, SAFe, or product-based delivery models
• Strong analytical skills with experience combining qualitative and quantitative data
• Experience developing and effectively delivering group presentations regarding product and technical information, particularly to senior management
• Strong customer service attitude and ambition to maintain consistently high levels of customer service
• Proactively identify, develop and initiate innovations and solutions where precedents and procedures may not exist
• Demonstrates in-depth understanding of purpose and operations of the lines of business supported.
• Demonstrates strategic viewpoint, with a clear understanding of the goals and objectives
• Strong leadership skills and the ability to build consensus across departments regarding complex solutions and/or issue resolution
• Possesses working knowledge of the Project Management Life Cycle
• Demonstrates a working knowledge of effective testing techniques and procedures
• Demonstrates strong understanding of application and database development concepts

Benefits

• health, vision, dental insurance
• 401k
• paid time away
• volunteer days
• annual bonus