Business Analyst, Customer Experience

Job Title:

Business Analyst – Customer Experience

Location:

Mississauga, ON – Canada; Houston, TX – US

About the Role:

We are seeking a skilled

Business Analyst

to enhance our customer experience across multiple support channels, including IVR, customer portal, mobile app, and online chatbots. This role combines

strategic analysis, requirements management, and quality assurance

with change management and customer journey ownership to ensure initiatives are designed and delivered to meet business objectives and exceed customer expectations. Acting as a bridge between business stakeholders, technology teams, and

Customer Service (Care) teams

, you will ensure seamless execution of initiatives by aligning messaging across channels, identifying and resolving friction points, and managing end-to-end change - from requirements through testing to rollout.

Key Responsibilities:

- Journey Mapping & Optimization: Maintain and update customer journey maps across self-service channels (IVR, portal, mobile app, chatbot) to visualize touchpoints, identify friction, and guide optimization opportunities.

- Content Alignment & Compliance: Ensure self-service content is consistent across channels and fully aligned with legal, regulatory, and business requirements.

- Customer Experience Requirements Management: Lead discovery sessions to capture CX requirements, document clear and testable specifications, and bridge stakeholders with delivery teams to ensure alignment with strategy.

- Change Management: Own the change lifecycle from submission through deployment by managing requests, coordinating stakeholders, tracking timelines, and ensuring consistent, disruption-free execution across channels.

- Testing & Quality Assurance Oversight: Plan and execute user acceptance testing (UAT) for changes to validate accuracy, usability, and customer experience alignment.

- Rollout & Communication: Coordinate business readiness and manage rollout activities, including stakeholder and customer communications when changes impact processes or experiences.

- Cross-Functional Collaboration: Act as a liaison between the Customer Experience team, Operations, IT, and Customer Service (Care), facilitating workshops and driving resolution of complex issues.

- Performance Monitoring & Insights: Analyze system and process performance data to identify trends, risks, and opportunities, and recommend improvements to optimize self-service experience.

- Standards & Governance: Ensure all initiatives adhere to organizational standards, best practices, and regulatory requirements, contributing to a consistent and compliant experience.

Qualifications:

- 3–5+ years of experience in business analysis, customer experience, or related roles within CRM, digital self-serve, or technology-driven environments.

- Demonstrated experience in requirements gathering, process documentation, change management, leading user acceptance testing (UAT).

- Familiarity working with self-service and multi-channel support platforms (IVR, portal, mobile app, chatbots) preferred.

- Excellent stakeholder management, collaboration, and communication skills, with the ability to align cross-functional teams and facilitate workshops

- Strong analytical and problem-solving abilities, with keen attention to detail, quality standards, and compliance requirements.

- Able to execute duties with minimum supervision in a fast-paced, deadline-driven, monitored environment.

Why Join Us:

This role offers the opportunity to shape

customer experience across multiple digital and voice channels

, ensuring technology solutions and processes meet business objectives. You’ll influence strategy, drive operational excellence, and deliver measurable improvements in

Customer Experience

.

Primary Location

US-TX-Houston

Other Locations

US-TX-Houston

Work Locations

TX-Hou-Westheimer

Job

Finance & Accounting

Organization

US

Schedule

Regular

Shift

Standard

Employee Status

Non-Management

Job Type

Full-time

Job Level

Day Job

Travel

No