Automation Analyst, Direct-to-Consumer

Position Overview

As the AI Analyst, Direct to Consumer, you will execute business analysis activities for AI-powered solutions that enhance Home Serve's digital customer experience. Reporting to the Product Owner, DTC AI, your primary responsibility will be to capture evolving business needs across digital enrollment, MyAccount, and self-service capabilities—and translate them into well-defined requirements for AI and automation solutions.

Position Overview

As the AI Analyst, Direct to Consumer, you will execute business analysis activities for AI-powered solutions that enhance Home Serve's digital customer experience. Reporting to the Product Owner, DTC AI, your primary responsibility will be to capture evolving business needs across digital enrollment, MyAccount, and self-service capabilities—and translate them into well-defined requirements for AI and automation solutions.

You will work daily with DTC business stakeholders and technical teams including AI engineers and platform developers. This involves gathering information to model current and future state customer journeys, documenting business and system requirements, and establishing rules that enable the design of AI-powered experiences. This role requires a forward-thinking individual excited by conversational AI, personalization, and digital transformation.

The AI Analyst is expected to stay current on emerging AI technologies and innovations to drive digital transformation and deliver exceptional customer experiences. You will collaborate with other analysts within the AI team to ensure high-quality requirements are produced at pace.

Your main goal is feeding the agile scrum team with well-defined and accurately sized work to support rapid delivery of AI capabilities that increase digital enrollment completion, reduce abandonment, improve self-service adoption, and drive conversion rates.

Responsibilities

• Apply knowledge of digital platforms and AI technologies for end-to-end analysis of customer journeys, identifying opportunities to improve conversion, self-service adoption, and customer satisfaction through AI-enabled solutions
• Work closely with DTC business stakeholders and subject matter experts to scope requirements for AI use cases across digital enrollment, MyAccount, and customer self-service
• Work in collaboration with the Product Owner to evaluate feature value, technical dependencies, risk, and effort to support PI and sprint planning
• Define and create UAT scenarios using standard methodologies (e.g., use cases, flow charts); work with business partners and technical staff to ensure testing is completed efficiently with high-quality outcomes
• Demonstrate understanding of conversational AI platforms, personalization engines, and digital experience tools to create detailed requirements for AI applications
• Act as a liaison between DTC business units, AI engineering, and platform teams to facilitate communication and knowledge transfer
• Maintain technical awareness of emerging AI technologies and their application to digital customer experiences
• Utilize business experience and skills to assess and advise on the practicability of alternatives, balancing technical constraints with operational realities
• Call out risks and proactively mitigate delivery blockers

• Bachelor's degree or equivalent experience preferred
• Experience in Business Analysis methodologies and deliverables such as:
  Business Process Management (BPM), requirements solicitation and documentation (JAD/JAR), use cases, ROI analysis, and business case development
• Familiarity with AI/ML concepts, including conversational AI, personalization, or intelligent automation
• Understanding of digital customer experiences, e-commerce platforms, or self-service applications preferred
• Strong relationship management and client-facing skills
• Analytical, interpersonal, and presentation skills
• Dynamic individual with ability to manage multiple…