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.