Customer Transformation Analyst — Digital Experience

Revel-IT-1; Columbus (OH); On-site; USD 65,000 - 90,000; Full time

Job summary

Revel IT has a contract opportunity in Columbus, OH for a Business Analyst within Customer Transformation. The role partners with business leaders, IT, SMEs, and vendors to define future-state processes and validate requirements, aiming to modernize the customer experience across web, mobile, and chatbot channels.

Ideal candidates will design scalable, customer-centered solutions, develop test scenarios, support UAT, and document defects while aligning with strategic program goals and

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)

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 NiSource's 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

Skills

Technical concepts

Digital operations

Analytical

Cross-functional collaboration

Written & verbal communication

MS Office (Excel, Word, Visio, PowerPt

Tools

Microsoft Excel

Microsoft Word

Microsoft Visio

Microsoft PowerPoint

Job description

Revel IT has a contract opportunity in Columbus, OH for a Business Analyst within Customer Transformation. The role partners with business leaders, IT, SMEs, and vendors to define future-state processes and validate requirements, aiming to modernize the customer experience across web, mobile, and chatbot channels.

Ideal candidates will design scalable, customer-centered solutions, develop test scenarios, support UAT, and document defects while aligning with strategic program goals and