Business Analyst

About the role

We are seeking a Customer Transformation Business Analyst to support a multi-year modernization of customer processes, technology, and ways of working. The role focuses on Customer Experience and Insights, Products and Services, and digital channels including web self-service, mobile applications, and chatbot capabilities. You will partner with business leaders, SMEs, IT teams, service integration partners, and digital vendors to define future-state processes, translate requirements, assess impacts, test solutions, and verify that releases meet business requirements and customer needs.

Location: Columbus, OH (Hybrid - Onsite Tuesday through Thursday; Remote Monday and Friday). Position Type: Long-Term Contract.

Responsibilities

• Facilitate the Customer Transformation roadmap for web self-service, mobile application, and chatbot experiences.
• Develop and manage business requirements and project plans with service integration partners and digital vendors.
• Lead discovery and future-state process design with business leaders, SMEs, IT teams, and vendors.
• Validate requirements, streamline customer and employee workflows, and assess process, technology, data, and organizational impacts.
• Improve reliable and efficient self-service capabilities across customer-facing digital channels.
• Support data cleansing, data conversion, and address validation activities that affect customer records and transactions.
• Write user acceptance test scenarios and scripts that trace to approved business requirements.
• Execute UAT, capture evidence, identify and document defects, support triage and retest