Analyst IV, Digital Business

Job Summary

We are seeking a highly experienced Business Analyst to support and evolve self-service digital capabilities and customer experience initiatives for wm.com. This role will partner closely with Digital, UX, Data, and business teams to define, deliver, and continuously improve customer-facing solutions. The ideal candidate brings strong expertise in digital self‑service platforms, customer journey optimization, and AI‑enabled solutions, with hands‑on experience translating business needs into scalable, data‑driven, and AI-powered features.

Essential Duties And Responsibilities

• Lead analysis and requirements definition for omni-channel self-service features on customer-facing platforms (website, chatbot, mobile app), including account management, billing, service requests, issue resolution, and personalization.
• Analyze end-to-end customer journeys to identify friction points and opportunities to improve digital adoption, satisfaction, and efficiency.
• Partners with business, data services, UX, and Product teams to define user stories, acceptance criteria, and success metrics aligned to customer experience outcomes.
• Identify and evaluate opportunities to apply AI and machine learning (e.g., chatbots, virtual assistants, predictive insights, intelligent recommendations, automation, sentiment analysis) to enhance customer self-service and support.
• Translate complex AI concepts into clear business and functional requirements to build scalable and measurable digital experiences.
• Defines the vision of ProductServe as a key liaison between business stakeholders and technical teams, ensuring alignment and execution following the agile methodology
• Lead backlog refinement, requirements prioritization, risk management, support sprint planning, UAT & PAT activities.

Qualifications

• Required Qualifications: Bachelor's Degree (accredited) in Computer Science, MIS, Business Administration or similar area of study or in lieu of degree or GED (accredited) and 4 years of relevant work experience. 8 years of relevant work experience as an IT Business Analyst (in addition to education requirement). 4 years of working as an IT Manager/Project Manager may substitute for the minimum years of experience.
• Preferred Qualifications: Proven experience supporting customer-facing digital platforms, preferably self-service websites or portals. Experience working with large-scale enterprise websites or high-traffic consumer platforms. Familiarity with analytics tools, customer insights platforms, and experimentation (A/B testing). Experience partnering with Data Science or AI/ML teams in production environments. Demonstrated experience working on AI-enabled solutions, such as: Conversational AI/Chatbots, Automation and intelligent workflows, Predictive or recommendation systems, Data-driven decision or personalization engines. Strong experience with Agile product delivery (Scrum/Kanban), user stories, and backlog management. Excellent stakeholder management, facilitation, and communication skills. Background in utilities, logistics, or service-based industries is a plus.

Physical Requirements

• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.
• Repetitive Motions: Eye/Hand/Foot Coordination, Sitting, Talking, Hearing
• Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.

Benefits

At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.