Principal Customer Platform Business Analyst, Digital Service

This role operates in a fast-paced SAFe Agile environment and plays a critical role in evolving Waters’ Salesforce ecosystem, with a strong focus on customer-facing experiences delivered through Salesforce Experience Cloud and Service Cloud. The position supports scalable portals, self-service capabilities, and knowledge-driven interactions that enable the future of Marketing, Sales, and Service operations. 

Partnering closely with the Salesforce Product Owner, business stakeholders, IT, and delivery teams, this role translates complex business and customer experience needs into high-quality, actionable user stories that drive adoption, efficiency, and measurable business value. 

• Partner with senior leaders and global stakeholders to deliver customer-facing engagement and service capabilities that improve efficiency, productivity, and experience 

• Provide functional leadership to automate and streamline Salesforce-enabled business processes 

• Translate business and experience requirements into prioritized user stories, epics, and success metrics 

• Maintain and continuously refine a well-prioritized product backlog aligned to business value 

• Support Experience Cloud solutions including portals, knowledge, case management, and self-service 

• Facilitate backlog refinement, cross-team collaboration, and shared understanding between technical and non-technical teams 

• Validate delivered solutions against acceptance criteria, usability standards, and experience quality expectations 

• Ensure customer-centric decision-making by identifying user pain points and aligning to best practices 

• Monitor platform performance using KPIs such as adoption, usage, efficiency, and engagement 

• Mentor and support other Business Analysts within the organization 

Required Skills 

• Strong understanding of Sales, Marketing, and Service processes with emphasis on customer-facing journeys 

• Proven Salesforce experience, particularly with Service Cloud, Experience Cloud, Knowledge, and customer portals 

• Ability to analyze current-state processes, identify gaps, and define actionable future-state solutions 

• Strong facilitation, communication, and stakeholder influence skills 

• Ability to break down complex initiatives into deliverable, value-driven components 

• Experience partnering with Product Owners, UX/design, and technical teams to deliver scalable Salesforce solutions 

• Strong judgment in balancing customer needs, business priorities, and platform constraints 

• 4+ years of CRM experience, preferably Salesforce, in IT or business operations 
• 8+ years of experience in Sales, Marketing, or Service operations 

• Salesforce Administrator Certification preferred 

• Agile/Scrum Product Owner certification or equivalent experience preferred 

• Experience with Agile tools such as JIRA 

• Bachelor’s degree in computer science or a related field 

Waters Corporation (NYSE:WAT)  is a global leader in life sciences and diagnostics, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. With a focus on regulated, high-volume testing environments, our innovative portfolio harnesses deep scientific expertise across chemistry, physics, and biology. We collaborate with customers around the world to advance the release of effective, high-quality medicines, ensure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combating antibiotic resistance. Through a shared culture of relentless innovation, our passionate team of ~16,000 colleagues turn scientific challenges into breakthroughs that improve lives worldwide.  

Diversity and inclusion are fundamental to our core values at Waters Corporation. It benefits our employees, our products, our customers and our community. Waters complies with all applicable federal, state, and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status, or any other characteristic protected by law. Waters is proud to be an equal opportunity workplace and is an affirmative action employer. All hiring decisions are based solely on qualifications, merit, and business needs at the time.