Business Analyst - Digital Customer Experience

• Represent the customer throughout product discovery and delivery, using research and stakeholder input to identify needs and pain points.

• Elicit, analyze, document, and manage business and functional requirements, including user stories, acceptance criteria, and process requirements.

• Analyze current- and future-state processes, workflows, and customer journeys to identify opportunities to simplify, automate, and improve experiences.

• Define and manage digital content, forms, notifications, workflows, and information structures within content management and workflow platforms.

• Partner closely with UX designers and product teams to contribute business and customer insights to interaction design, information architecture, task and user flows, wireframes, prototypes, responsive and mobile-first experiences, content design, accessibility, and the effective use of design systems and component libraries.

• Facilitate workshops and discovery sessions, translating clearly across business, technical, and customer perspectives.

• Create, maintain, and execute automated tests using JSON and frameworks such as Playwright, Karate, or Selenium to validate business requirements, user flows, integrations, and digital experiences; analyze results and partner with delivery teams to resolve issues.

• Use customer feedback, usability findings, behavioral data, and business measures to evaluate and improve outcomes such as task completion, adoption, customer effort, accessibility, error reduction, and operational efficiency.

Our team is looking for a customer-focused Business Analyst who can connect business needs, customer experience, and technology solutions. In this role, you’ll partner with product managers, UX designers, developers, architects, and business stakeholders to turn complex processes into intuitive digital experiences. If you’re curious, collaborative, and energized by solving meaningful customer and business problems, we’d love to hear from you., * Bachelor’s degree or equivalent experience, plus 3+ years of experience in business analysis, product analysis, process analysis, or a related field, including 2+ years supporting digital products, services, or customer-facing applications. 2+ years of experience with automated testing platforms or tools such as Selenium, Tosca, Playwright, Postman, UFT, or similar technologies.

• Demonstrated business analysis capabilities within Agile delivery environments, including discovery, requirements elicitation and analysis, process and customer journey mapping, facilitation, stakeholder engagement, problem-solving, and cross-functional communication.

• Experience using customer or user research, feedback, behavioral data, and stakeholder insights to identify needs, frame problems, and inform digital-experience and solution decisions.

• Experience partnering closely with UX designers and cross-functional product, business, engineering, technology, and operations teams; contributing business and customer insights to interaction design, information architecture, task and user flows, wireframes, prototypes, responsive or mobile-first experiences, content design, usability, accessibility, and design systems; and translating UX designs and decisions into requirements, user stories, acceptance criteria, process flows, content and data needs, test scenarios, and delivery plans.

• Ability to balance customer desirability, business viability, technical feasibility, risk, and delivery effort; connect digital-experience improvements to measurable customer or business outcomes; adapt to new tools and priorities; and support automated testing using JSON and one or more frameworks such as Playwright, Karate, or Selenium.

• You promote a culture of diversity and inclusion, value different ideas and opinions, and listen courageously while remaining curious in all that you do.

• Ability to work remotely with access to a high-speed internet connection and be located in the United States or Puerto Rico.

PREFERRED:

• Experience applying human-centered or user-centered practices within business analysis, product delivery, process improvement, or digital transformation work.

• Experience using customer or user research methods such as interviews, surveys, contextual inquiry, research synthesis, affinity mapping, personas, Jobs-to-be-Done, concept testing, usability testing, heuristic evaluation, or service blueprinting.

• Experience with content management, workflow, or business process management platforms, including Contentful.

• Experience using research, design, prototyping, collaboration, or analytics tools such as Figma, FigJam, Miro, UserTesting, Adobe Analytics, Google Analytics, or comparable tools.

• Experience creating or executing test scenarios and using usability, quality, behavioral, or business results to support measurable customer and operational improvements.

We value diverse experience, skills, and passion for innovation. If your experience aligns with the listed requirements, * Here, your skills spark progress. You’ll solve meaningful problems, collaborate with passionate teammates, and grow in a space where innovation is the norm-not the exception.

• We value diverse experience, skills, and passion for innovation. If your experience aligns with the listed requirements

WHAT WE CAN OFFER YOU:

• Estimated salary:
• Business Systems Analyst III: $75,000 - $83,000, plus annual bonus opportunity.

• Business Systems Consultant I: $83,000 - $95,000, plus annual bonus opportunity.

• 401(k) plan with a 2% company contribution and 6% company match.

• Work-life balance with vacation, personal time, and paid holidays.

• Comprehensive benefits and programs that support your well-being and career development.

• Applicants for this position must not now, nor at any point in the future, require sponsorship for employment.