Job Description

Job Summary:

We are looking for a Business Analyst with expertise in customer experience and digital servicing to support our Chat Messaging Product Team. This role will focus on defining and documenting business requirements (BRDs) for chat enhancements, ensuring alignment between customer needs, product goals, and technology solutions. The ideal candidate will work closely with product managers, developers, designers, and vendors to optimize chat flows, improve customer interactions, and drive efficiency in digital servicing.

Key Responsibilities:

• Develop and own Business Requirement Documents (BRDs) to define chat product enhancements, customer experience improvements, and digital engagement strategies.
• Collaborate cross-functionally with product managers, UX/UI designers, developers, and chat vendors (e.g., ASAPP) to ensure seamless implementation of chat solutions.
• Analyze chat performance data, customer interactions, and pain points to identify improvement opportunities.
• Translate customer needs into clear, actionable business and functional requirements with use cases, process flows, and user stories.
• Partner with data and analytics teams to define and track KPIs (e.g., containment rate, deflection, CSAT, chat adoption).
• Ensure all requirements align with customer expectations, operational feasibility, and business goals.
• Conduct pre- and post-deployment user testing to validate enhancements and identify potential issues.
• Facilitate stakeholder discussions, ensuring transparency, alignment, and prioritization of chat initiatives.
• Document and maintain process improvements to streamline chat interactions and agent handoff experiences.

Required Qualifications:

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

Preferred Qualifications:

• Experience working in telecommunications or digital customer support.
• Understanding of APIs, web services, and conversational AI (nice to have).
• Prior experience with AI-driven chat optimization and automation.

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