Business Analyst

Business Analyst IV

We are seeking a highly experienced Business Analyst to support and evolve self service digital capabilities on a large customer facing platform. This role owns the product vision for AI enabled features from idea through production, partnering closely with UX, data, and engineering teams. The ideal candidate brings strong expertise in digital self service platforms and AI enabled solutions, translating business needs into scalable, measurable features.

Day-to-Day Responsibilities:

• Lead analysis and requirements definition for omni channel self service features across website, chatbot, and mobile app, including account management, billing, service requests, and personalization
• Analyze end to end customer journeys to identify friction points and opportunities to improve digital adoption and satisfaction
• Partner with business, data, UX, and product teams to define user stories, acceptance criteria, and success metrics
• Identify and evaluate opportunities to apply AI and machine learning, such as chatbots, virtual assistants, predictive insights, and intelligent recommendations
• Translate complex AI concepts into clear business and functional requirements for scalable digital experiences
• Define product vision and serve as the key liaison between business stakeholders and technical teams
• Lead backlog refinement, requirements prioritization, and risk management
• Support sprint planning, UAT, and PAT activities
• Coach and mentor less experienced analysts

Minimum Requirements:

• Bachelor's degree in Business, Information Systems, Computer Science, or related field
• 8 years of experience as a Business Analyst, including 2 years operating at a senior or lead 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, chatbots, automation, intelligent workflows, predictive or recommendation systems, or personalization engines
• Strong experience with Agile product delivery including Scrum or Kanban, user stories, and backlog management
• Excellent stakeholder management, facilitation, and communication skills

Preferred Qualifications:

• Experience with large scale enterprise or high traffic consumer platforms
• Familiarity with analytics tools, customer insights platforms, and A/B testing
• Experience partnering with Data Science or AI/ML teams in production environments
• Background in utilities, logistics, or service based industries
• Certified Scrum Product Owner, PMI PBA, CBAP, CCBA, or SAFe Agilist certification