The Business Analyst - Customer Experience collaborates with stakeholders to define requirements, enhance customer journeys, and improve contact center strategies through data analysis and testing support.
Job Overview
As a Business Analyst – Customer Experience at Client, you will play a key role in bridging business needs with technical solutions. You will collaborate with clients, stakeholders, and delivery teams to define, document, and validate customer experience requirements. Your work will directly influence how enterprise clients design, deploy, and optimize their contact center and customer engagement strategies.
This role emphasizes requirements analysis, process mapping, customer journey design, and data-driven insights, ensuring that every solution we deliver aligns with business objectives and drives measurable improvements in customer experience.
Key Responsibilities
Requirements Gathering & Analysis
- Engage with business stakeholders to elicit, document, and validate functional and non-functional requirements
- Translate high-level business needs into detailed user stories, acceptance criteria, and business process flows
- Perform gap analysis to identify differences between current and desired future state
- Collaborate with technical teams to ensure requirements are clearly understood and feasible within AWS/Amazon Connect ecosystems
Customer Journey & Experience Design
- Map end-to-end customer journeys across voice, chat, and digital channels
- Identify customer pain points, inefficiencies, and opportunities for process improvement
- Define KPIs and success measures for customer experience projects
- Support the design of agent and customer workflows that balance efficiency and empathy
Solution Validation & Testing Support
- Partner with QA and client teams during UAT to ensure solutions meet requirements and expectations
- Validate that deployed features align with documented business objectives and CX standards
- Support defect triage by clarifying requirements and business impact
Data & Insights
- Work with analytics teams to define reporting needs for customer experience measurement
- Analyze customer interaction data, agent performance metrics, and contact center KPIs
- Support continuous improvement by tracking adoption, usage, and outcomes post-deployment
Collaboration & Stakeholder Engagement
- Act as a liaison between business stakeholders, technical developers, and project managers
- Facilitate workshops, interviews, and focus groups to align stakeholders on requirements and priorities
- Prepare and deliver clear documentation, process diagrams, and presentations
- Contribute to client demonstrations and solution walkthroughs
Qualifications
Preferred
- 2-5 years of experience as a Business Analyst, preferably in CX, contact center, or SaaS environments
- Strong skills in requirements gathering, process mapping, and stakeholder management
- Familiarity with contact center platforms (Amazon Connect preferred)
- Experience writing user stories, acceptance criteria, and Agile delivery
- Analytical mindset with ability to interpret CX and operational metric
Excellent communication, facilitation, and documentation skills
Growth Opportunities
This role provides a pathway to senior business analysis, CX strategy consulting, or product ownership. You’ll gain hands-on exposure to leading CX technologies and enterprise-scale transformation projects. Career progression opportunities include:
- Advancing into Senior Business Analyst or CX Consultant roles
- Specializing in CX strategy, data-driven design, or journey architecture
- Transitioning into Product Owner or Engagement Manager positions
- Expanding expertise in AWS and AI-driven customer engagement
Remote Pay Range
$100,000—$110,000 USD
Top Skills
Amazon Connect
AWS
Similar Jobs
Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation
Seeking a Lead Client Director to manage executive relationships, drive multi-year transformation initiatives, and oversee strategic account planning to foster business growth.
Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation
The Director will manage release and deployment processes, lead a team, define release vision and metrics, and ensure efficient delivery of software releases.
Top Skills:
Agile MethodologiesCi/Cd PipelinesCloud PlatformsDevops PracticesItsm PlatformsSource Control
Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation
The Client Director will manage relationships with major clients like FedEx, lead teams to develop solutions, and achieve financial targets.
Top Skills:
AIIt Service Management
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
