Staff Business Systems Analyst, CX

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Requirements:

• Extensive experience with business systems within an IT environment, ideally at a senior level.
• Significant exposure to customer experience solutions.
• Expertise in customer experience technology stacks, including support CRMs, live chat platforms, AI chatbots, voice-of-customer tools, and content management platforms.
• Exceptional communication skills with the ability to influence and collaborate effectively.
• Strong capability to manage time and priorities in a fast-paced environment.
• Experience operating within regulated industries (wearables, consumer electronics, medical devices).
• Experience in Customer Experience operations or consulting for customer support teams preferred.
• Proven ability to work effectively across global operational time zones.

Responsibilities:

• Manage IT services and systems for conversational messaging support, chatbots, and AI support technology focused on enhancing customer experience.
• Lead and drive complex technology projects and system enhancements with minimal oversight, prioritizing high-impact business systems initiatives that align with strategic objectives.
• Partner cross-functionally with Member Experience, IT, Business Operations, and Engineering teams to define business requirements and propose scalable solutions.
• Drive automation of processes, eliminate redundancies, and improve efficiencies within our systems while maintaining an excellent end-user experience.
• Create and maintain comprehensive business documentation, including use cases, data flows, and process diagrams.
• Support change management efforts for successful adoption of new technologies.