Business Analyst

Encore Talent Solutions; Columbus (OH); On-site; USD 95,000 - 125,000; Full time

Job summary

Encore Talent Solutions is seeking a Customer Transformation Leader to drive digital customer experiences across web, mobile app, and chatbot platforms in Columbus, OH. You will partner with business leaders, IT, and vendors to define future-state processes, validate requirements, and rollout scalable, customer-centered solutions.

The role emphasizes testing readiness, user adoption, and continuous improvement, requiring strong communication and problem-solving in a fast-paced, travel-friendly

Qualifications

• Demonstrated ability to understand and discuss technical concepts and digital operations.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to work with cross-functional teams in a fast-paced environment.
• Excellent written and verbal communication skills.

Responsibilities

• Facilitates Customer Transformation program implementation of the product roadmap of omni-channel Digital experiences to deliver a best-in-class customer experience across all company websites.
• Develops and manages business requirements and project plans with Service Integration partners and Digital Vendors.
• Provides strategic insight around delivering innovative, reliable and efficient customer experiences to leadership and business partners.
• Improves self-service customer capabilities across all the customer-facing websites.
• Writes and executes user acceptance test scripts to ensure functionality and quality of any web development meet the business requirements.
• Coordinates and executes website testing as needed during and after deployments of enhancements.

Skills

Digital operations

Analytical skills

Cross-functional collaboration

Written communication

Verbal communication

Digital customer platform experience

Tools

Microsoft Excel

Microsoft Word

Microsoft Visio

Microsoft PowerPoint

Job description

Customer Transformation supports the multi-year effort to modernize customer experience through changes to process, technology, and ways of working. This role partners with business leaders, SMEs, IT, and vendors to define future-state processes, validate requirements, streamline workflows, and assess organizational impacts. The role helps design scalable, customer-centered solutions while supporting stakeholder engagement and readiness for testing, adoption, and rollout, including the ability to develop test scenarios, support user acceptance testing, identify and document defects, and validate that solutions meet business requirements and customer needs.

This position is ideal for individuals who thrive in fast-paced, complex project environments; are passionate about driving meaningful change, improving the customer’s experience, and enabling employees with modern tools and ways of working; and are comfortable working with new technology. Successful candidates should be self-initiators who can work with minimal direction, embrace change, and are willing to travel as needed to support program needs.

This specific opening is for Customer Solutions: Customer Experience and Insights, Products and Services, and Digital Channels, including web self-service, mobile app and chatbot.

Selection Criteria

Required qualifications:

• Demonstrated ability to understand and discuss technical concepts and digital operations
• Strong analytical, troubleshooting, and problem-solving skills
• Ability to work with cross-functional teams in a fast-paced environment
• Excellent written and verbal communication skills
• Proficiency with Microsoft Excel, Word, Visio, and PowerPoint
• Digital customer platform experience (managing customer-facing platforms including websites, chatbots, alerts programs, or mobile applications)

Preferred

• A passion for improving customer experiences in digital technology
• Experience managing customer-facing software solutions
• Experience with the utility or energy industry preferred

Strategic Thinking

Anticipates future trends, assesses complex situations and pulls forward relevant best practices to influence decisions and direction

Challenges the way we've always done something to look for a better way and drive standardization across the enterprise

Team Development

Builds & sustains high-performing teams by fostering collaboration, feedback, and continuous improvement; ensures individual goals are aligned with team goals

Responsibilities:

Principal Duties and Responsibilities

• Facilitates Customer Transformation program implementation of the product roadmap of omni-channel Digital experiences (web, mobile app and chatbot) to deliver a best-in-class customer experience across all company websites
• Develops and manages business requirements and project plans in collaboration with Customer Transformation Service Integration partners and Digital Vendors
• Provides strategic insight around delivering innovative, reliable and efficient customer experiences to leadership and business partners
• Improves self-service customer capabilities across all the customer-facing websites
• Writes and executes user acceptance test scripts to ensure functionality and quality of any web development meet the business requirements set on a project-by-project basis
• Coordinates and executes website testing as needed during and after deployments of enhancements