Business Analyst - Customer Experience

Job Overview

As a Business Analyst – Customer Experience at Client, you will play a key role in bridging business needs with technical solutions. You will collaborate with clients, stakeholders, and delivery teams to define, document, and validate customer experience requirements. Your work will directly influence how enterprise clients design, deploy, and optimize their contact center and customer engagement strategies.

This role emphasizes requirements analysis, process mapping, customer journey design, and data-driven insights, ensuring that every solution we deliver aligns with business objectives and drives measurable improvements in customer experience.

Key Responsibilities

Requirements Gathering & Analysis

• Engage with business stakeholders to elicit, 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 and desired future state
• Collaborate with technical teams to ensure requirements are clearly understood and feasible within AWS/Amazon Connect ecosystems

Customer Journey & Experience Design

• Map end-to-end customer journeys across voice, chat, and digital channels
• Identify customer pain points, inefficiencies, and opportunities for process improvement
• Define KPIs and success measures for customer experience projects
• Support the design of agent and customer workflows that balance efficiency and empathy

Solution Validation & Testing Support

• Partner with QA and client teams during UAT to ensure solutions meet requirements and expectations
• Validate that deployed features align with documented business objectives and CX standards
• Support defect triage by clarifying requirements and business impact

Data & Insights

• Work with analytics teams to define reporting needs for customer experience measurement
• Analyze customer interaction data, agent performance metrics, and contact center KPIs
• Support continuous improvement by tracking adoption, usage, and outcomes post-deployment

Collaboration & Stakeholder Engagement

• Act as a liaison between business stakeholders, technical developers, and project managers
• Facilitate workshops, interviews, and focus groups to align stakeholders on requirements and priorities
• Prepare and deliver clear documentation, process diagrams, and presentations
• Contribute to client demonstrations and solution walkthroughs

Qualifications

Preferred

• 2-5 years of experience as a Business Analyst, preferably in CX, contact center, or SaaS environments
• Strong skills in requirements gathering, process mapping, and stakeholder management
• Familiarity with contact center platforms (Amazon Connect preferred)
• Experience writing user stories, acceptance criteria, and Agile delivery
• Analytical mindset with ability to interpret CX and operational metric
  Excellent communication, facilitation, and documentation skills

Growth Opportunities

This role provides a pathway to senior business analysis, CX strategy consulting, or product ownership. You'll gain hands-on exposure to leading CX technologies and enterprise-scale transformation projects. Career progression opportunities include:

• Advancing into Senior Business Analyst or CX Consultant roles
• Specializing in CX strategy, data-driven design, or journey architecture
• Transitioning into Product Owner or Engagement Manager positions
• Expanding expertise in AWS and AI-driven customer engagement