Business Transformation Analyst

Business Transformation AnalystThe Business Transformation Analyst drives policy servicing improvement, automation readiness, and technology optimization across the Engagement Center (EC). This role combines core business analysis skills with a transformation focus — mapping current-state processes, preparing workflows for AI-driven and agentic process automation (APA), and representing the EC in partnership with Engineering and Product to advance the department's service delivery.The ideal candidate is highly analytical and data-driven, using operational metrics to identify the processes and workflows with the greatest opportunity for improvement. They serve as a key liaison between the EC, internal technology partners, and third-party vendors, and continuously scan for new opportunities to apply AI and automation to reduce manual work and improve customer and employee experience.Map current-state and future-state business processes and workflows to support transformation and automation initiatives.Identify, evaluate, and prepare processes for AI automation and agentic process automation (APA), continuously scanning for new opportunities to improve efficiency, accuracy, and scalability.Represent the Engagement Center in partnership with Engineering, Product, and technology teams to optimize and evolve the EC's policy administration.Serve as a liaison to third-party vendor partners, providing goals, guidance, and leadership to drive performance, integration, and issue resolution.Lead regular vendor performance and improvement sessions to track progress against goals and identify opportunities for enhanced service delivery.Use analytics and operational data to identify and prioritize the processes and workflows with the greatest opportunity for improvement.Gather, document, and validate business requirements tied to process, technology, and automation initiatives.Coordinate project activities, timelines, deliverables, and dependencies across cross-functional teams.Monitor progress on transformation initiatives and provide regular status updates to stakeholders and leadership.Identify risks, issues, and roadblocks, and partner with stakeholders to develop mitigation plans.Support testing efforts, including user acceptance testing (UAT), defect tracking, and validation of business and automation requirements.Facilitate root-cause analysis for complex workflow or system issues and drive cross-department solutions.Assist with change management, communication planning, training coordination, and implementation activities.Develop and maintain process maps, standard operating procedures, project documentation, and reporting tools.Required: Bachelor's degree in Business, Operations, Information Systems, or related field, or equivalent experience. 3-5 years of experience in business analysis, process improvement, transformation, or a related role. Experience with process mapping and workflow documentation. Strong analytical and data skills, with the ability to use metrics to identify and prioritize improvement opportunities. Excellent communication and stakeholder management skills, including with technology and vendor partners. Strong organizational skills with the ability to manage multiple initiatives and priorities simultaneously. Proficiency with Microsoft Office Suite, particularly Excel, PowerPoint, and Teams.Preferred: Experience working with Engineering, Product, or Technology teams. Familiarity with AI automation, agentic process automation (APA), or robotic process automation (RPA) tools and concepts. Experience managing or supporting third-party vendor relationships, including SLA oversight and performance governance. Familiarity with Agile methodologies and project management tools such as Jira, Azure DevOps, Monday.com, or similar platforms.Successful candidates will bridge the gap between business operations, technology, and vendor partners — using data and analytics to identify the highest-value processes to improve, and preparing those processes for AI and automation. They will demonstrate strong attention to detail, ownership, collaboration, and a continuous improvement mindset, while keeping customer and employee experience at the forefront.