Business Analyst

Overview

The Business Analyst will support the Chat Messaging Product Team by defining and documenting business requirements for chat-based enhancements that improve customer experience and digital servicing.

This role collaborates closely with product managers, developers, designers, and vendors to refine chat flows, optimize customer interactions, and enhance operational efficiency.

The ideal candidate possesses strong analytical, documentation, and stakeholder-management capabilities, with experience in digital customer engagement and chat platform improvements.

• Develop and manage Business Requirement Documents (BRDs) outlining chat product enhancements, customer experience improvements, and digital engagement strategies.
• Collaborate with product managers, UX/UI designers, developers, and chat vendors to support seamless implementation of chat solutions.
• Analyze chat performance metrics, customer interactions, and pain points to identify opportunities for optimization.
• Translate customer needs into actionable business and functional requirements, including use cases, process flows, and user stories.
• Partner with analytics teams to define and measure key performance indicators such as containment rate, deflection, CSAT, and chat adoption.
• Ensure requirements align with customer expectations, operational feasibility, and business objectives.
• Conduct pre-deployment and post-deployment user testing to validate enhancements and identify issues.
• Facilitate stakeholder discussions to support alignment, transparency, and prioritization of chat initiatives.
• Document and maintain process improvements to enhance chat interactions and streamline agent handoff workflows.

• 3–5+ years of experience as a Business Analyst in digital servicing, chat operations, or customer experience.
• Demonstrated ability to create BRDs, user stories, use cases, and process flows for customer-facing digital products.
• Strong understanding of chat platforms, AI-powered chatbots, and digital self-service technologies.
• Experience with business analysis tools such as JIRA, Confluence, Microsoft Visio, or similar documentation platforms.
• Familiarity with Agile/Scrum methodologies in software development.
• Knowledge of customer experience best practices and UX principles.
• Strong analytical, communication, and stakeholder-management skills.

• Experience in telecommunications or digital customer support.
• Understanding of APIs, web services, and conversational AI.
• Experience with AI-driven chat optimization and automation.