Senior Business Analyst

Senior Business Analyst

Location: Houston, TX (4 Days work from office)

Job Summary: We are seeking a highly experienced Business Analyst to support and evolve self-service digital capabilities and customer experience initiatives for wm.com. This role will partner closely with Digital, UX, Data, and business teams to define, deliver, and continuously improve customer-facing solutions. The ideal candidate brings strong expertise in digital self‐service platforms, customer journey optimization, and AI‐enabled solutions, with hands‐on experience translating business needs into scalable, data‐driven and AI‐powered features.

Duties 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 Product
• Serve as a key liaison between business stakeholders and technical teams, ensuring alignment and execution following the agile methodology
• Lead 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 / chatbots
• Automation and intelligent workflows
• Predictive or recommendation systems
• Data‐driven decision or personalization engines
• Strong experience with Agile product delivery (Scrum/Kanban), user stories, and backlog management.
• Excellent stakeholder management, facilitation, and communication skills.