Senior Business Analyst - Product Delivery & Enablement

About the role

Join the team behind iconic brands like Huggies®, Kleenex®, Cottonelle®, Scott®, Kotex®, Poise®, Depend®, and Kimberly-Clark Professional®. At Kimberly-Clark, it’s all here for you—innovation, growth, and the chance to make a real impact. You’re not the person who will settle for just any role. Neither are we. Because we’re out to create Better Care for a Better World, and that takes a certain kind of person and teams who care about making a difference. Here, you’ll bring your professional expertise, talent, and drive to building and managing our portfolio of iconic, ground-breaking brands. In this role, you’ll help us deliver better care for billions of people around the world. It starts with YOU.

Responsibilities

• Partner with Product Managers to translate product vision and roadmaps into outcome-driven delivery plans that enable incremental value realization.
• Lead agile execution, including backlog prioritization, sprint planning, release coordination, and cross-functional delivery alignment.
• Drive delivery excellence by identifying risks, resolving dependencies, and ensuring high-quality releases that meet business and customer needs.
• Continuously improve delivery performance through data-driven insights, agile best practices, and effective stakeholder engagement.
• Design and execute customer engagement and adoption strategies that leverage CRM, content, data, and digital capabilities to drive customer and business outcomes.
• Partner with CX Strategy and Journey teams to align engagement moments, communications, and experiences to customer needs and journey priorities.
• Develop customer touchpoint frameworks, enablement plans, and adoption strategies that increase product utilization, behavior change, and value realization.
• Lead change readiness, stakeholder alignment, training, and adoption activities to support successful product launches and ongoing enhancements.
• Create enablement resources and equip customer-facing teams with the tools, knowledge, and confidence to support customers effectively.
• Manage post-launch optimization, using customer feedback, performance data, and CRM insights to continuously improve both product experiences and engagement approaches.
• Define and track success metrics related to adoption, engagement, customer outcomes, and business impact.
• Analyze usage trends, customer feedback, and journey insights to inform product priorities, engagement strategies, and investment decisions.
• Proactively identify opportunities to improve delivery, adoption, and customer experience outcomes through adjustments to scope, sequencing, and ways of working.
• Establish and champion scalable delivery processes, governance standards, and agile ways of working across in-scope platforms.
• Partner with IT, data, and business teams to enhance capabilities such as automation, personalization, and workflow optimization.
• Maintain clear documentation, knowledge-sharing practices, and communication processes to support sustainable product growth and operational excellence.

Qualifications

• 7+ years of experience in product delivery, CX operations, customer engagement, or digital transformation.
• Proven experience partnering with Product Managers in delivery-heavy environments.
• Strong understanding of CRM and digital platforms (Salesforce preferred).
• Demonstrated success leading cross-functional initiatives with measurable outcomes.
• Experience driving change management and adoption for customer-facing capabilities, including knowledge of practices and tools such as Prosci or ADKAR.
• Strong analytical and problem-solving capabilities.
• Excellent communication, facilitation, and documentation skills.
• Deep experience with agile methodologies, change management, and product governance.
• Strong leadership, communication, and stakeholder management skills.

Preferred Qualifications

• Salesforce certification (Administrator or Business Analyst).
• Experience supporting sales, service, or marketing teams in a B2B environment.
• B2B2B experience.
• Experience working with CX strategy, journey management, or service design teams.
• Familiarity with enterprise platforms such as SAP, CMS, ecommerce, DAM, and PIM.
• Experience with automation, personalization, or AI-enabled workflows.
• Ability to influence without authority and collaborate across functions.
• Experience with project management tools such as Azure DevOps.