Analyst IV, Digital Business

WM; Houston (TX); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Stock Purchase Plan

Job summary

WM is seeking an experienced Business Analyst to advance self-service digital capabilities and customer experience for wm.com. The role partners with Digital, UX, Data, and business teams to deliver customer-facing solutions, emphasizing AI-enabled features and data-driven decisions.

Ideal candidates will translate business needs into scalable requirements, drive omni-channel improvements, and collaborate across IT and product teams in an agile environment. Office-based in Houston, TX.

Qualifications

• Bachelor's Degree in Computer Science, MIS, Business Administration or similar area of study or GED with 4 years of relevant work experience.
• 8 years of relevant work experience as an IT Business Analyst; 4 years as IT Manager/Project Manager may substitute for minimum years.

Responsibilities

• Lead analysis and requirements for omni-channel self-service features on customer-facing platforms (website, chatbot, mobile app).
• Analyze end-to-end customer journeys to identify friction and opportunities to improve adoption and satisfaction.
• Define user stories, acceptance criteria, and success metrics with business, data, UX, and product teams.
• Identify and apply AI/ML opportunities to enhance self-service and support.
• Translate AI concepts into clear business and functional requirements for scalable experiences.
• Serve as liaison between business and technical teams; ensure agile execution.
• Lead backlog refinement, prioritization, risk management, and agile release activities.

Skills

Business Analysis

Agile

User stories

Backlog management

Stakeholder management

Communication

Education

Bachelor's Degree in Computer Science, MIS, or Business Administration

GED with 4 years experience

Job description

I. 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.

I. 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.

II. 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 Product
• Serve 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.
  

III. 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.
• Certificates, Licenses, Registrations or Other Requirements
• Certified Scrum Product Owner (CSPO)
• PMI Professional in Business Analysis (PMI‑PBA) or IIBA Certification (CBAP or CCBA)
• SAFe Agilist (SA) or equivalent Agile scaling certification
• Certifications or formal training in AI, Data Analytics, or Digital Product Management (e.g., AI for Business, Data Analytics, or UX-related certifications)

IV. Physical Requirements

• 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.