Analyst - Innovation and Solutions III

Title: Analyst - Innovation and Solutions III

Location: Chicago, IL (Hybrid - 3 days in office at Willis Tower, occasional visits to Contact Center near airport)

Start Date / End Date: Estimated Contract Period (600 total hours, ~15 weeks)

POSITION OVERVIEW

This role will drive improvements in the customer and employee experience through enhanced digital product development and strategy within Customer Contact Centers. Working with cross-functional teams on highly visible projects, the position serves as a thought leader for digital product experience and business processes, developing forward-thinking functionality to boost efficiency and productivity.

DAY-TO-DAY RESPONSIBILITIES

Function as a Product Owner for Customer Contact Center digital products and applications, defining future-state capabilities.

Develop and maintain user stories, detailed business requirements, business policies, and project documentation.

Participate actively in agile scrum rituals including story grooming, sprint planning, and daily standups.

Collaborate with UX, development (IT), and QA teams to define story boundaries, overall strategy, and scope.

Define, document, and test real-world business use cases and workflows with cross-functional stakeholders.

Manage and prioritize backlogs, develop project plans, track performance, and proactively mitigate risks.

REQUIRED SKILLS

Business Product BA / Digital Product Management experience (3-5+ years)

Experience writing user stories, detailed business requirements, and managing backlogs (3+ years)

Agile/Scrum framework experience (1-2+ years)

Process mapping and swim lane exercise experience (1+ years)

ADDITIONAL DESIRED SKILLS

Competency in Microsoft Applications (Word, Excel, PowerPoint, Outlook, Teams)

Customer Contact Center service flow knowledge

Project management and risk mitigation skills

Cross-functional communication and change management collaboration

CANDIDATE PROFILE

The ideal candidate is a Business Product BA/Product Owner with deep experience in digital product strategy, Agile methodologies, and contact center environments. They are strong communicators and analytical thinkers who excel at translating business needs into clear user stories without being pure technical developers.

Required Skills :

Basic Qualification :

Additional Skills :

Background Check : No

Drug Screen : No