Customer Experience Business Analyst

Role Summary: Partner with business units and stakeholders to define customer experience and Customer Care requirements. Scope technical solutions and coordinate application delivery across vendors and internal technical teams. Key Duties Gather, document, and manage Customer Care and customer experience requirements.

Define and scope technical solutions aligned to business needs. Coordinate application delivery with vendors and technical teams. Assess project costs, evaluate ROI, and support funding and procurement processes.

Review deliverables to ensure they meet requirements and quality standards. Investigate and help resolve issues affecting Customer Care systems.

Qualifications & Skills

Strong stakeholder management, requirements documentation, technical solution scoping, cross-team/vendor coordination, and analytical skills for cost/ROI evaluation, along with problem-solving ability for Customer Care system support.