Senior Business Analyst

Senior Business AnalystHouston, TX (4 Days working from office)Locals OnlyDuties and Responsibilities include the following. To perform this job successfully, an individual must be able to perform each duty satisfactorily. Other ancillary duties may be assigned.Lead analysis and requirements definition for omni channel self-service features on customer facing platforms (website, chatbot, mobile app), including account management, billing, service requests, issue resolution, and personalization.Analyze end-to-end customer journeys to identify friction points and opportunities to improve digital adoption, satisfaction, and efficiency.Partners with business, data services, UX and Product teams to define user stories, acceptance criteria, and success metrics aligned to customer experience outcomes.Identify and evaluate opportunities to apply AI and machine learning (e.g., chatbots, virtual assistants, predictive insights, intelligent recommendations, automation, sentiment analysis) to enhance customer self-service and support.Translate complex AI concepts into clear business and functional requirements to build scalable and measurable digital experiences.Defines the vision of ProductServe as a key liaison between business stakeholders and technical teams, ensuring alignment and execution following the agile methodologyLead backlog refinement, requirements prioritization, risk management, support sprint planning, UAT & PAT activities.Required Skills:8+ years of experience as a Business Analyst, with at least 2+ years operating at a senior/lead (BA4) level.Proven experience supporting customer-facing digital platforms, preferably self-service websites or portals.Demonstrated experience working on AI-enabled solutions, such as:Conversational AI / chatbotsAutomation and intelligent workflowsPredictive or recommendation systemsData-driven decision or personalization enginesStrong experience with Agile product delivery (Scrum/Kanban), user stories, and backlog management.Excellent stakeholder management, facilitation, and communication skills.