Business Analyst IV

Business Analyst IV

We are seeking a highly experienced Business Analyst to support and evolve self-service digital capabilities and customer experience initiatives for  This role will partner closely with digital, UX, data, and business teams to define, deliver, and continuously improve customer-facing solutions. The ideal candidate brings strong expertise in digital self-service platforms, customer journey optimization, and AI-enabled solutions, with hands-on experience translating business needs into scalable, data-driven and AI-powered features.

Duties and Responsibilities include the following:

• Lead analysis and requirements definition for omni-channel self-service features on customer facing platforms (website, chatbot, mobile app), including account management, billing, service requests, issue resolution, and personalization
• Analyze end-to-end customer journeys to identify friction points and opportunities to improve digital adoption, satisfaction, and efficiency.
• Partners with business, data services, UX and Product teams to define user stories, acceptance criteria, and success metrics aligned to customer experience outcomes.
• Identify and evaluate opportunities to apply AI and machine learning (e.g., chatbots, virtual assistants, predictive insights, intelligent recommendations, automation, sentiment analysis) to enhance customer self-service and support.
• Translate complex AI concepts into clear business and functional requirements to build scalable and measurable digital experiences.
• Defines the vision of Product
• Serve as a key liaison between business stakeholders and technical teams, ensuring alignment and execution following the agile methodology
• Lead backlog refinement, requirements prioritization, risk management, support sprint planning, UAT & PAT activities.

Supervisory Responsibilities May coach and mentor less experienced analysts and act as team leaders on systems projects.

Qualifications The requirements listed below are representative of the qualifications necessary to perform the job.

Education and Experience

Required:

• Bachelor's degree in business, Information Systems, Computer Science, or related field.
• 8+ years of experience as a Business Analyst, with at least 2+ years operating at a senior/lead (BA4) level.
• Proven experience supporting customer-facing digital platforms, preferably self-service websites or portals.
• Demonstrated experience working on AI-enabled solutions, such as:

• Conversational AI / chatbots
• Automation and intelligent workflows
• Predictive or recommendation systems
• Data-driven decision or personalization engines
• Strong experience with Agile product delivery (Scrum/Kanban), user stories, and backlog management.
• Excellent stakeholder management, facilitation, and communication skills.

Preferred:

• Experience working with large-scale enterprise websites or high-traffic consumer platforms.
• Familiarity with analytics tools, customer insights platforms, and experimentation (A/B testing).
• Experience partnering with Data Science or AI/ML teams in production environments.
• Background in utilities, logistics, or service-based industries is a plus.

Core Competencies

• Customer-centric mindset
• Strategic thinking with strong attention to detail
• AI and data literacy
• Problem solving and analytical rigor
• Collaboration across technical and business teams
• Ability to translate ambiguity into clear, actionable requirements

Nice to have:

• Certified Scrum Product Owner (CSPO)
• PMI Professional in Business Analysis (PMI-PBA) or IIBA Certification (CBAP or CCBA)
• SAFe Agilist (SA) or equivalent Agile scaling certification
• Certifications or formal training in AI, Data Analytics, or Digital Product Management (e.g., AI for Business, Data Analytics, or UX-related certifications)

Work Environment and Essential Functions

• Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc) most of the work day
• Required to exert physical effort in handling objects less than 30 pounds rarely
• Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc) rarely
• Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely

Contact:
Raghu: