Business Analyst

Business Analyst

A dynamic Business Analyst role focused on digital self-service platforms and AI-enabled solutions within a customer-facing environment. This position involves translating business needs into scalable, data-driven features that enhance customer journeys and digital adoption.

Key Responsibilities

• Lead analysis and requirements definition for omni-channel self-service features on platforms such as websites, chatbots, and mobile apps, including account management, billing, and personalization.
• Analyze end-to-end customer journeys to identify friction points and opportunities for improving digital satisfaction and efficiency.
• Partner with business, data, UX, and product teams to define user stories, acceptance criteria, and success metrics aligned with customer experience outcomes.
• Identify and evaluate opportunities to apply AI and machine learning, such as chatbots, virtual assistants, predictive insights, and automation, to enhance customer self-service capabilities.
• Translate complex AI concepts into clear business and functional requirements to support scalable digital experiences.
• Serve as a liaison between business stakeholders and technical teams, ensuring alignment and execution following agile methodologies.
• Lead backlog refinement, requirements prioritization, risk management, and support sprint planning, UAT, and PAT activities.

Required Qualifications

• Bachelor's degree in Business, Information Systems, Computer Science, or related field.
• 8+ years supporting customer-facing digital platforms, preferably self-service websites or portals.
• Proven experience working on AI-enabled solutions, including chatbots, automation, predictive systems, and personalization engines.
• Strong knowledge of Agile product delivery, user stories, and backlog management.
• Excellent stakeholder management, facilitation, and communication skills.

Preferred Qualifications

• Experience with large-scale enterprise websites or high-traffic consumer platforms.
• Familiarity with analytics tools, customer insights platforms, and A/B testing.
• Experience collaborating with Data Science or AI/ML teams in production environments.
• Background in utilities, logistics, or service-based industries.
• Certifications such as CSPO, PMI-PBA, CBAP, CCBA, or Agile scaling certifications, and formal training in AI, Data Analytics, or Digital Product Management.

About Delphi-US

Delphi-US is a national IT Services firm based in Newport, Rhode Island. Delphi attracts our nation's best and brightest Technical & Professional Talent and positions our nation's finest employers to further their competitive advantages. Delphi's core technical focus includes Data Intelligence Engineering & Analytics, AI/ML Operational Excellence, DevOps & Cloud Computing, Health IT & Life Sciences, and Energy Management/Power Systems; serving domains from sensitive national energy sectors to critical financial services, biomed, life sciences & pharma, major government & municipal institutions, and much of the USA's Fortune 500 corporations. Delphi Associates are deployed on critical IT Projects where their consultative business acumen, comprehensive technical expertise, and committed service mission drives our client's success. Our proprietary skill-based and cultural matching process results in higher qualified project teams, custom curated for our client's specific technical & functional goals. We are supremely experienced, friendly, professional, and ready to advocate on your behalf. Delphi has an indelible understanding of employer expectations, a track record of project success and we deliver lasting results.