Business Analyst

Eliassen Group; Stamford (CT); On-site; Confidential; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401k with company match

Life insurance

Job summary

Eliassen Group is seeking a Business Analyst for an on-site role in Stamford, CT, focusing on customer experience and digital servicing within a Chat Messaging Product Team.

You will define BRDs, translate customer needs into requirements, and collaborate with product managers, designers, developers, and vendors to optimize chat flows and drive efficiency.

Qualifications

• 3 to 5+ years as a Business Analyst in digital servicing or customer experience.
• Proven ability to create BRDs, user stories, use cases, and process flows for customer-facing products.
• Familiarity with chat platforms, AI-powered chatbots, and digital self-service solutions.

Responsibilities

• Develop and own BRDs to define chat product enhancements, customer experience improvements, and digital engagement strategies.
• Partner with product managers, UX/UI designers, developers, and chat vendors for seamless implementation.
• Analyze chat performance data, customer interactions, and pain points to identify improvements.
• Translate customer needs into actionable requirements with use cases and user stories.
• Collaborate with data teams to define KPIs like containment rate, deflection, CSAT, and chat adoption.
• Ensure requirements align with customer expectations and business goals.
• Conduct pre- and post-deployment user testing to validate enhancements.
• Facilitate stakeholder discussions to ensure alignment and prioritization of chat initiatives.
• Document and maintain process improvements to streamline chat interactions and agent handoffs.

Skills

BRD development

User stories

Process flows

Stakeholder mgmt

Analytical thinking

Tools

JIRA

Confluence

MS Visio

Job description

Description:

On-site in Stamford, CT

Our client seeks a Business Analyst focused on customer experience and digital servicing to support a Chat Messaging Product Team. The role will define and document BRDs for chat enhancements, align customer needs with product goals and technology, and collaborate with product managers, designers, developers, and vendors to optimize chat flows, improve interactions, and drive efficiency in digital servicing.

Due to client requirements, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Rate: $45.00 to $50.00/hr. w2

JN -092026-108510

Responsibilities:

• Develop and own BRDs to define chat product enhancements, customer experience improvements, and digital engagement strategies.
• Partner with product managers, UX/UI designers, developers, and chat vendors to ensure seamless implementation of chat solutions.
• Analyze chat performance data, customer interactions, and pain points to identify improvement opportunities.
• Translate customer needs into actionable business and functional requirements with use cases, process flows, and user stories.
• Collaborate with data and analytics teams to define and track KPIs such as containment rate, deflection, CSAT, and chat adoption.
• Ensure requirements align with customer expectations, operational feasibility, and business goals.
• Conduct pre- and post-deployment user testing to validate enhancements and identify issues.
• Facilitate stakeholder discussions to ensure transparency, alignment, and prioritization of chat initiatives.
• Document and maintain process improvements to streamline chat interactions and agent handoff experiences.

Experience Requirements:

• 3 to 5+ years as a Business Analyst in digital servicing, chat, or customer experience.
• Proven ability to create BRDs, user stories, use cases, and process flows for customer-facing products.
• Understanding of chat platforms, AI-powered chatbots, and digital self-service solutions.
• Experience with JIRA, Confluence, Microsoft Visio, and BA documentation tools.
• Familiarity with Agile and Scrum methodologies.
• Knowledge of customer experience best practices and UX principles.
• Strong analytical, communication, and stakeholder management skills.
• Preferred: experience in telecommunications or digital customer support.
• Preferred: understanding of APIs, web services, and conversational AI.
• Preferred: experience with AI-driven chat optimization and automation.