Business Analyst - Customer Transformation (Digital Products & Payments)

• 30% Business Analysis & Requirements Management
• 25% Digital Product & Customer Experience Initiatives
• 20% SAP S/4HANA & Payments Process Support
• 15% Testing, UAT & Defect Management
• 10% Data Cleansing, Validation & Reporting

Daily Responsibilities

• Partner with business leaders, SMEs, IT teams, and vendors to define future-state processes and business requirements
• Support customer transformation initiatives across digital channels including web, mobile applications, and chatbot technologies
• Facilitate requirements gathering sessions and document business and functional requirements
• Analyze and improve customer-facing processes, workflows, and self-service capabilities
• Support Salesforce and SAP S/4HANA product initiatives related to customer operations and payments
• Perform data cleansing, data conversion, and address validation activities to ensure high-quality customer data
• Develop test scenarios, execute User Acceptance Testing, and validate business requirements
• Identify, document, and track defects through resolution
• Support deployment planning, business readiness, and organizational change efforts
• Coordinate website and digital platform testing before and after enhancements are deployed
• Create process maps, project documentation, and stakeholder communications
• Provide strategic recommendations to improve digital customer experiences and operational efficiency
• Collaborate with product owners and business partners to support roadmap execution

• 5+ years of Business Analyst experience supporting enterprise transformation initiatives
• Experience with Salesforce products
• Experience with SAP S/4HANA
• Payments product experience
• FICA and accounting knowledge
• Experience supporting payment processing workflows
• Data cleansing, data conversion, and address validation experience
• Requirements gathering and business process documentation experience
• Strong analytical, troubleshooting, and problem-solving skills
• Experience coordinating with business stakeholders, IT teams, and third-party vendors
• User Acceptance Testing (UAT) experience
• Experience identifying, documenting, and resolving defects
• Strong Microsoft Excel, Word, Visio, and PowerPoint skills
• Excellent written and verbal communication skills

Desired Skills & Experience

• Digital customer platform experience
• Experience supporting websites, mobile applications, chatbots, or self-service customer portals
• Customer experience (CX) transformation experience
• Product management or product support experience
• Project management experience
• Utility or energy industry experience
• Experience supporting omnichannel customer initiatives
• Agile or hybrid project delivery experience
• Process improvement and workflow optimization experience

• Medical Insurance - Four medical plans to choose from for you and your family
• Dental & Orthodontia Benefits
• Vision Benefits
• Health Savings Account (HSA)
• Health and Dependent Care Flexible Spending Accounts
• Voluntary Life Insurance, Long-Term & Short-Term Disability Insurance
• Hospital Indemnity Insurance
• 401(k) including match with pre and post-tax options
• Paid Sick Time Leave
• Legal and Identity Protection Plans
• Pre-tax Commuter Benefit
• 529 College Saver Plan

Our client is a leading energy and utilities organization undergoing a large-scale customer transformation initiative. Based in Columbus, Ohio 43215, they are looking to hire a Business Analyst - Customer Transformation to support the modernization of customer-facing products, digital channels, payments platforms, and back-office processes. This role will partner closely with business stakeholders, IT teams, vendors, and product owners to drive process improvements, define requirements, support testing efforts, and deliver exceptional customer experiences across web, mobile, and digital self-service platforms.