Business Analyst - Digital Customer Experience

Mutual of Omaha Insurance Co.; United States; Remote; USD 75,000 - 95,000; Full time

Benefits offered by this job

401(k) plan with company match

Vacation and holidays

Comprehensive benefits

Job summary

Mutual of Omaha Insurance Co. is seeking a customer-focused Business Analyst for the Digital Customer Experience team.

This remote, full-time role partners with product managers, UX designers, developers, and stakeholders to translate complex processes into intuitive digital experiences and measurable outcomes. You will elicit and document requirements, map customer journeys, support automated testing with Playwright or Selenium, and help design responsive, accessible solutions.

Qualifications

• Bachelor's degree or equivalent experience.
• 3+ years of business analysis or product/process analysis experience.
• 2+ years supporting digital products or customer-facing applications.

Responsibilities

• Represent the customer in product discovery and delivery, using research and stakeholder input to identify needs and pain points.
• Elicit, analyze, document, and manage requirements including user stories and acceptance criteria.
• Analyze current and future state processes and journeys to identify opportunities to simplify and improve experiences.
• Define and manage digital content, forms, workflows, and information structures within content management platforms.
• Collaborate with UX designers and product teams to contribute insights to interaction design and user flows.
• Facilitate workshops and discovery sessions translating across business and technical perspectives.
• Create, maintain, and execute automated tests using JSON and frameworks to validate requirements and experiences.
• Use feedback and metrics to evaluate outcomes like task completion and adoption.

Skills

Business analysis

Agile delivery

Stakeholder collaboration

User research

Requirements elicitation

Education

Bachelor's degree or equivalent

Tools

Selenium

Playwright

Postman

Tosca

UFT

Job description

Business Analyst - Digital Customer Experience - Remote

Location: Remote
Work Type: Full Time Regular
Job No: 505318
Categories: Project Management/Business Analyst
Application Closes: Open Until Filled

SHARE

Our team is looking for a customer-focused Business Analyst who can connect business needs, customer experience, and technology solutions. In this role, you'll partner with product managers, UX designers, developers, architects, and business stakeholders to turn complex processes into intuitive digital experiences. If you're curious, collaborative, and energized by solving meaningful customer and business problems, we'd love to hear from you.

WHAT WE CAN OFFER YOU:

• Business Systems Analyst III: $75,000 - $83,000, plus annual bonus opportunity.
• Business Systems Consultant I: $83,000 - $95,000, plus annual bonus opportunity.

• 401(k) plan with a 2% company contribution and 6% company match.
• Work-life balance with vacation, personal time, and paid holidays.
• Comprehensive benefits and programs that support your well-being and career development.

Applicants for this position must not now, nor at any point in the future, require sponsorship for employment.

WHAT YOU'LL DO:

Represent the customer throughout product discovery and delivery, using research and stakeholder input to identify needs and pain points.

Elicit, analyze, document, and manage business and functional requirements, including user stories, acceptance criteria, and process requirements.

Analyze current- and future-state processes, workflows, and customer journeys to identify opportunities to simplify, automate, and improve experiences.

Define and manage digital content, forms, notifications, workflows, and information structures within content management and workflow platforms.

Partner closely with UX designers and product teams to contribute business and customer insights to interaction design, information architecture, task and user flows, wireframes, prototypes, responsive and mobile-first experiences, content design, accessibility, and the effective use of design systems and component libraries.

Facilitate workshops and discovery sessions, translating clearly across business, technical, and customer perspectives.

Create, maintain, and execute automated tests using JSON and frameworks such as Playwright, Karate, or Selenium to validate business requirements, user flows, integrations, and digital experiences; analyze results and partner with delivery teams to resolve issues.

Use customer feedback, usability findings, behavioral data, and business measures to evaluate and improve outcomes such as task completion, adoption, customer effort, accessibility, error reduction, and operational efficiency.

WHAT YOU'LL BRING:

Bachelor's degree or equivalent experience, plus 3+ years of experience in business analysis, product analysis, process analysis, or a related field, including 2+ years supporting digital products, services, or customer-facing applications. 2+ years of experience with automated testing platforms or tools such as Selenium, Tosca, Playwright, Postman, UFT, or similar technologies.

Demonstrated business analysis capabilities within Agile delivery environments, including discovery, requirements elicitation and analysis, process and customer journey mapping, facilitation, stakeholder engagement, problem-solving, and cross-functional communication.

Experience using customer or user research, feedback, behavioral data, and stakeholder insights to identify needs, frame problems, and inform digital-experience and solution decisions.

Experience partnering closely with UX designers and cross-functional product, business, engineering, technology, and operations teams; contributing business and customer insights to interaction design, information architecture, task and user flows, wireframes, prototypes, responsive or mobile-first experiences, content design, usability, accessibility, and design systems; and translating UX designs and decisions into requirements, user stories, acceptance criteria, process flows, content and data needs, test scenarios, and delivery plans.

Ability to balance customer desirability, business viability, technical feasibility, risk, and delivery effort; connect digital-experience improvements to measurable customer or business outcomes; adapt to new tools and priorities; and support automated testing using JSON and one or more frameworks such as Playwright, Karate, or Selenium.

You promote a culture of diversity and inclusion, value different ideas and opinions, and listen courageously while remaining curious in all that you do.

Ability to work remotely with access to a high-speed internet connection and be located in the United States or Puerto Rico.

PREFERRED:

Experience applying human-centered or user-centered practices within business analysis, product delivery, process improvement, or digital transformation work.

Experience using customer or user research methods such as interviews, surveys, contextual inquiry, research synthesis, affinity mapping, personas, Jobs-to-be-Done, concept testing, usability testing, heuristic evaluation, or service blueprinting.

Experience with content management, workflow, or business process management platforms, including Contentful.

Experience using research, design, prototyping, collaboration, or analytics tools such as Figma, FigJam, Miro, UserTesting, Adobe Analytics, Google Analytics, or comparable tools.

Experience creating or executing test scenarios and using usability, quality, behavioral, or business results to support measurable customer and operational improvements.

We value diverse experience, skills, and passion for innovation.

Why Join Us?

• Here, your skills spark progress. You'll solve meaningful problems, collaborate with passionate teammates, and grow in a space where innovation is the norm - not the exception.
• If you have questions about your application or the hiring process , email our Talent Acquisition area at [e-mail] . Please allow at least one week from time of applying if you are checking on the status.

Together we achieve greatness. Not only is this a core value, but it's also representative of the kind of place we are - built by the strength and integrity of our employees. It's why we're named a "Great Place to Work".

Surround yourself with an authentic and inclusive culture. Your strengths and differences will be valued and celebrated by a diverse community of co-workers.