Senior Business Analyst – Digital Self-Service & AI
Location: Houston, TX – 4 Days Onsite
Rate: DOE
Experience: 8+ Years
Key Responsibilities
- Lead requirements analysis for omnichannel self-service platforms, including web, mobile applications, and chatbots.
- Support features related to account management, billing, service requests, issue resolution, and personalization.
- Analyze end-to-end customer journeys to identify friction points and opportunities for improved digital adoption and customer experience.
- Partner with Product, UX, Data, and business stakeholders to develop user stories, acceptance criteria, and success metrics.
- Identify and define use cases for AI/ML, including conversational AI, virtual assistants, predictive insights, recommendations, automation, and sentiment analysis.
- Translate complex AI concepts into clear business and functional requirements.
- Contribute to product vision, roadmap, backlog prioritization, and refinement.
- Serve as the liaison between business stakeholders and technical teams throughout Agile delivery.
- Support Sprint Planning, UAT/PAT, backlog management, risk management, and production readiness.
- Ensure solutions align with customer experience objectives and measurable business outcomes.
Required Skills
- 8+ years of Business Analyst experience, including 2+ years in a Senior/Lead BA role.
- Experience with customer-facing digital platforms, self-service websites, portals, or mobile applications.
- Hands-on experience with AI-enabled digital solutions, such as:
- Conversational AI / Chatbots
- Intelligent Automation / Workflows
- Predictive Analytics / Recommendations
- Personalization / Decision Engines
- Strong experience with Agile/Scrum/Kanban, user stories, acceptance criteria, and backlog management.
- Strong customer journey analysis and digital experience expertise.
- Excellent stakeholder management, facilitation, communication, and requirements documentation skills.
- Ability to translate business needs and AI capabilities into functional requirements.
- Experience working with Product, UX, Data, and Engineering teams.
Key Skills
Senior BA | Digital Self-Service | Customer Journey | AI/ML | Chatbots | Agile | User Stories | Product Backlog | UAT | Stakeholder Management