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PHIZENIX · 2 months ago

Business Analyst – Customer Experience

United States

Full-time

Remote

Entry, Mid Level

$100K/yr - $110K/yr

2+ years exp

Phizenix is seeking a Business Analyst – Customer Experience to bridge business needs with technical solutions. The role involves collaborating with clients and stakeholders to define and validate customer experience requirements, focusing on process mapping and data-driven insights to enhance customer engagement strategies.

Information Technology & Services

Responsibilities

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

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

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

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

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

Qualification

Requirements gatheringProcess mappingStakeholder managementAmazon ConnectUser storiesAgile deliveryAnalytical mindsetCommunication skillsFacilitation skillsDocumentation skills