Business Analyst - $48.08 -$52.88 per hour

About this role

Overview

This opportunity is for a
Business Analyst – Customer Experience
who will help bridge business objectives with technical solutions. The role focuses on gathering and translating business requirements, mapping customer journeys, and supporting the design and delivery of solutions that enhance customer engagement and operational efficiency.

You will collaborate with stakeholders, clients, and delivery teams to define and validate requirements that support contact center and customer engagement initiatives.

Your work will help ensure solutions align with business goals and drive measurable improvements in customer experience.

What You’ll Do

• Engage with business stakeholders to gather, document, and validate functional and non-functional requirements.
• Translate high-level business needs into detailed user stories, acceptance criteria, and business process flows.
• Perform gap analysis to identify differences between current processes and desired future-state solutions.
• Collaborate with technical teams to ensure requirements are clearly understood and technically feasible.
• Map end-to-end customer journeys across voice, chat, and digital engagement channels.
• Identify customer pain points, operational inefficiencies, and opportunities for service improvement.
• Define key performance indicators (KPIs) and success metrics for customer experience initiatives.
• Support the design of agent and customer workflows that balance operational efficiency with strong customer engagement.
• Partner with QA and project teams during User Acceptance Testing (UAT) to ensure solutions meet documented requirements.
• Validate that deployed features align with customer experience standards and business objectives.
• Support defect triage by clarifying requirements and identifying potential business impact.
• Collaborate with analytics teams to define reporting needs for customer experience measurement.
• Analyze customer interaction data, agent performance...