Customer Transformation Business Analyst - Digital Channels
Location: Columbus, OH (Hybrid - Onsite Tuesday through Thursday; Remote Monday and Friday)
Position Type: Long-Term Contract
Position Summary
We are seeking a Customer Transformation Business Analyst to support a multi-year modernization of customer processes, technology, and ways of working. The role focuses on Customer Experience and Insights, Products and Services, and digital channels including web self-service, mobile applications, and chatbot capabilities.
You will partner with business leaders, SMEs, IT teams, service integration partners, and digital vendors to define future-state processes, translate requirements, assess impacts, test solutions, and verify that releases meet business requirements and customer needs.
Responsibilities
- Facilitate the Customer Transformation roadmap for web self-service, mobile application, and chatbot experiences.
- Develop and manage business requirements and project plans with service integration partners and digital vendors.
- Lead discovery and future-state process design with business leaders, SMEs, IT teams, and vendors.
- Validate requirements, streamline customer and employee workflows, and assess process, technology, data, and organizational impacts.
- Improve reliable and efficient self-service capabilities across customer-facing digital channels.
- Support data cleansing, data conversion, and address validation activities that affect customer records and transactions.
- Write user acceptance test scenarios and scripts that trace to approved business requirements.
- Execute UAT, capture evidence, identify and document defects, support triage and retesting, and validate release readiness.
- Coordinate website testing during and after deployment of enhancements.
Required Qualifications
- Hands-on experience with data cleansing or conversion and address validation.
- SAP S/4HANA product experience and Salesforce product or platform experience.
- Payments product and payment-process experience, including FICA or related accounting knowledge.
- Experience managing or delivering customer-facing digital platforms such as websites, mobile applications, chatbots, or alert programs.
- Ability to discuss technical concepts and digital operations and apply strong analytical, troubleshooting, and problem-solving skills.
- Experience working with cross-functional teams in a fast-paced environment, supported by clear written, verbal, and meeting communication.
- Proficiency with Microsoft Excel, Word, Visio, and PowerPoint.
- Ability to work with minimal direction, embrace change, and travel as needed.
- Ability to work onsite in Columbus Tuesday, Wednesday, and Thursday.
Preferred Qualifications
- A demonstrated interest in improving customer experiences through digital technology.
- Experience managing customer-facing software solutions.
- Project-management experience.
- Energy or utilities industry experience.
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