Lead Business Analyst - Digital Customer Experience

Salary

Core Qualifications

Key Responsibilities

• •Conduct in-depth analysis of business requirements related to the self-service portal and integration services.
• •Collaborate with stakeholders to define functional specifications and gather user stories for all subscription lifecycle actions exposed over omni sales and service channels.
• •Translate business needs into clear and comprehensive functional requirements and user stories.
• •Design end-to-end workflows for self-service interactions and integration services logic.
• •Create detailed system documentation including use cases, process flows, and data models for omnichannel integrations.
• •Ensure alignment of functional designs with overall business objectives and technical constraints.
• •Work closely with the development teams to implement functional requirements.
• •Provide guidance and support during the development lifecycle, ensuring adherence to specifications and best practices.
• •Conduct thorough testing and validation of implemented solutions to ensure accuracy and reliability across all channels.
• •Monitor key performance metrics related to the self-service portal and integration services performance.
• •Identify opportunities for process optimization and system enhancements within the customer interaction layer.
• •Drive initiatives to improve user experience, retention, and revenue generation within the subscription ecosystem.
• •Collaborate with product owners, developers, QA engineers, and other stakeholders to drive project success.
• •Facilitate communication and alignment between business stakeholders and technical teams.
• •Act as a subject matter expert on self-service functionality and subscription logic, providing guidance and insights to support decision-making.