Sr. Business Analyst, Digital Transformation & Technology

Overview The Senior Business Analyst serves as a subject matter expert for all Direct-to-Consumer (D2C) Channels, including the Chick-fil-A app on Android & iOS, and Web Ordering, possessing a deep understanding of each platform's unique nuances and challenges while focused on offers, rewards, tiers, and campaign-based features that drive the Chick-fil-A One loyalty program. The role will gather requirements, create documentation, implement changes of considerable complexity, setting up and measuring the performance of changes, and demonstrating leadership within their team and with cross-functional partners. This role also requires technical acumen, including working knowledge of APIs and platform capabilities and constraints, experimentation expertise, independent communication with both functional and technical partners, offering process improvement recommendations to enhance restaurant support across all D2C channels. Additional Function Specific Duties: Analyze and evaluate the current business processes; leveraging data and AI insights (at times) to identify areas of improvement Gather requirements, create documentation and resources for system implementations, changes, and issues Collaborate and interact with developers, stakeholders, system architects and various subject matter experts to manage the implementation of changes and issue resolution Manage the relationship and demystify technology for business partners Manage support and maintenance of Direct to Consumer Channels Responsibilities Own end-to-end techno-functional delivery for Loyalty-owned initiatives, including requirements definition, solution design, configuration strategy, testing, documentation, and operational support Serve as the primary technical subject matter expert for offers, promotions, tiers, rewards, and campaign-based features within D2C Partner with Marketing, Channel (Apps and Web), Product, and Engineering teams to deliver accurate, scalable, and guest-centric digital experiences Support and resolve high-complexity, production-impacting issues with loyalty program. Influence technical strategy, lifecycle planning, and adoption of Loyalty services by proactively identifying risks, dependencies, and downstream impacts Required Qualifications (Knowledge, Skills, & Abilities) Agile experience and rapid understanding of technical systems. Translate business needs into clear functional and technical requirements. Strong analytical skills with sound judgment in ambiguity. Drive #J-18808-Ljbffr Chick-fil-A