Business Analyst

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* Job Title: Business Analyst
Location: Columbus, OH
Work Model: Hybrid — Tuesday through Thursday onsite, Monday and Friday remote
Local Candidates: Required
Rate: $57–$67/hour
Contract Term: August 24, 2026 – August 23, 2027
Possibility of Extension: Yes
Employment Type: W-2 Only
Work Authorization: U.S. Citizens Only | Green Card holders also eligible; no visa sponsorship available

We are seeking an experienced Business Analyst to support a multi-year Customer Transformation program focused on modernizing the customer experience through changes to process, technology, digital channels, and ways of working. This role will partner with business leaders, subject matter experts, IT teams, and digital vendors to define future-state processes, validate business requirements, streamline workflows, and assess organizational impacts.

This specific opening is aligned to Customer Solutions , with a focus on Customer Experience and Insights, Products and Services, and Digital Channels , including web self-service, mobile applications, customer alerts, and chatbot capabilities. The Business Analyst will help design scalable, customer-centered solutions that improve self-service capabilities and support a best-in-class digital customer experience across customer-facing platforms.

The ideal candidate is analytical, collaborative, and comfortable working in fast-paced, complex program environments. This person should be passionate about improving customer experiences, comfortable working with new technology, and able to support stakeholder readiness, testing, adoption, and rollout activities with minimal direction.

• Support implementation of the Customer Transformation program’s product roadmap for omni-channel digital experiences, including web, mobile app, chatbot, alerts, and customer self-service capabilities.
• Partner with business leaders, SMEs, IT teams, service integration partners, and digital vendors to define and validate business needs.
• Help design scalable, customer-centered solutions that improve digital engagement and operational effectiveness.
• Support modernization efforts that improve customer experience, employee enablement, and adoption of new tools and ways of working.
• Provide strategic insight and analysis to leadership and business partners related to innovative, reliable, and efficient customer experiences.

• Develop, document, and manage business requirements in collaboration with Customer Transformation partners and digital vendors.
• Translate business needs into clear requirements, process documentation, user stories, acceptance criteria, and project inputs.
• Analyze current-state and future-state processes to identify gaps, risks, dependencies, and improvement opportunities.
• Support workflow streamlining and process standardization across customer-facing digital capabilities.
• Ensure requirements reflect business objectives, customer needs, operational impacts, and technology constraints.

• Support customer-facing platforms, including websites, mobile applications, chatbot functionality, alerts programs, and related digital tools.
• Improve self-service customer capabilities across customer-facing websites and digital channels.
• Partner with digital vendors and technology teams to clarify requirements, validate functionality, and resolve issues.
• Help ensure digital solutions are intuitive, reliable, scalable, and aligned with customer experience goals.
• Support business readiness for digital enhancements, deployments, and new functionality.

• Develop user acceptance test scenarios and test…