SENIOR AI ANALYST - CHARLOTTE, NC

Compass Group USA; Charlotte (NC); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical

Vision

Life Insurance

Disability Insurance

Retirement Plan

Paid Time Off

Employee Assistance Program

Job summary

Compass Group USA is seeking a Senior Analyst to lead the delivery and continuous improvement of Dot, our employee experience platform powered by Leena.ai. You’ll own complex initiatives from discovery through design, testing, launch, stabilization and outcomes evaluation.

The role involves coordinating diverse teams, producing executive-ready updates, and driving measurable improvements in user experience, adoption and operational performance.

Qualifications

• 5–7 years in business analysis, HR tech, or digital employee experience.
• Experience leading complex projects through discovery, design and delivery.
• Ability to translate data and feedback into actionable requirements.
• Technical fluency to investigate APIs, data exchanges and integrations.
• Strong cross-functional workshop and stakeholder decision skills.
• Certification in business analysis or project management is a plus.

Responsibilities

• Lead complex projects and cross-functional workstreams end-to-end.
• Create integrated plans, risk registers, and executive-ready updates.
• Coordinate with business owners, Leena.ai, and partners for timely delivery.
• Manage scope, requirements, delivery sequencing within approved boundaries.
• Identify risks early and recommend practical options and tradeoffs.

Skills

Business analysis

HR technology

Product delivery

Stakeholder management

Problem solving

Influence without authority

Education

Bachelor’s degree or equivalent

Tools

Leena.ai

Job description

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As the leading foodservice and support services company, Compass Group USA is known for our great people, great service and our great results. If you’ve been hungry and away from home, chances are you’ve tasted Compass Group’s delicious food and experienced our outstanding service. We have over 284,000 US associates who work in award-winning restaurants, corporate cafes, hospitals, schools, arenas, museums, and more in all 50 states. Our reach is constantly expanding to shape the industry and create new opportunities for innovation. Join the Compass family today!

great people. great services. great results.

Each and every individual plays a key role in the growth and legacy of our company. We know the next big idea can come from anyone. We encourage developing and attracting expertise that differentiates us as a company as we continue to raise the bar.

Job Summary

The Senior Analyst is a senior individual contributor responsible for independently leading the delivery and continuous improvement of Dot, Compass Group’s employee experience platform powered by Leena.ai. The role owns complex projects and enhancements from opportunity identification and discovery through design, testing, launch, stabilization and outcome evaluation. The Senior Analyst uses platform analytics, employee feedback, operational data and business priorities to identify opportunities, develop recommendations, align stakeholders, and move improvements forward with limited day-to-day direction.

This role leads through expertise, influence, and delivery accountability. It may coordinate contributors and mentor peers, while formal people management and portfolio ownership remain with the Operations Manager.

Role & Responsibilities

Platform Advancement and Roadmap Execution

• Independently identify, evaluate and advance opportunities that improve Dot’s capabilities, user experience, adoption, operational performance, and business value.
• Convert platform data, employee feedback, business priorities and emerging needs into actionable recommendations and well-structured initiatives.
• Maintain a prioritized enhancement backlog supported by business impact, employee need, risk, effort, dependencies, and expected outcomes.
• Translate roadmap priorities into executable releases, workstreams, milestones, and measurable deliverables.
• Surface improvement opportunities proactively rather than relying solely on submitted business requests.
• Prepare business cases and recommendations for enhancements requiring funding, expanded scope, or leadership approval.

Project and Enhancement Delivery

• Lead complex projects, enhancements and cross-functional workstreams from intake and discovery through stabilization, using clear scope, milestones, dependencies, risks, actions and outcome measures.
• Create and maintain integrated work plans, decision logs, issue and risk registers, readiness checklists and executive-ready status updates.
• Coordinate business owners, application teams, Leena.ai and control partners so decisions, deliverables and handoffs are timely and explicit.
• Independently make day-to-day scope, requirements, delivery and sequencing decisions within approved initiative boundaries, and prioritize work within assigned projects, releases or capability backlogs.
• Identify delivery risks early, develop practical options and recommendations, and elevate matters involving funding, policy ownership, enterprise priority, material risk acceptance or cross-portfolio tradeoffs.

Platform Performance and Experience Optimization

• Monitor interaction analytics, search behavior, employee feedback, ticket patterns, transaction completion, abandonment, and other platform measures to identify performance gaps.
• Analyze representative conversations and failed interactions to identify knowledge gaps, inaccurate responses, intent-recognition problems, ineffective guidance, broken escalation paths, and transaction failures.
• Translate findings into prioritized improvements to content, conversation design, workflows, integrations, support processes, and platform configuration.
• Establish baseline measures and evaluate whether released enhancements achieve their intended employee, operational, and business outcomes.
• Partner with content and business owners to maintain accurate, current, usable and appropriately governed HR and payroll guidance.

Role & Responsibilities Cont.

Discovery, Solution and Delivery Assurance

• Plan and facilitate complex discovery sessions and document current-state journeys, processes, handoffs, business rules, system dependencies, control points, exceptions and pain points.
• Design future-state experiences that use Dot as the consistent entry point while preserving the authority and controls of systems of record.
• Develop and maintain traceable business, functional, nonfunctional, data, integration, reporting, security, support and adoption requirements.
• Partner with functional, technical, and vendor teams to translate approved requirements into solution designs, backlog items, configuration specifications, and implementation plans.
• Challenge incomplete designs, unmanaged scope and unsupported assumptions, and ensure material gaps are resolved or formally accepted before delivery proceeds.
• Coordinate dependencies involving APIs, identity, authorization, data, integrations, workflows, knowledge, and downstream systems.

Vendor, Testing and Release Readiness

• Hold Leena.ai and other delivery partners accountable for agreed requirements, milestones, defect resolution, documentation, quality and production outcomes.
• Provide clear evidence for platform defects and performance concerns, track vendor actions through closure, and elevate recurring or material performance issues.
• Evaluate proposed vendor capabilities against Compass requirements, controls, architecture and employee-experience standards.
• Define acceptance criteria and an end-to-end test approach covering functional, integration, regression, negative, role-based, accessibility and user acceptance scenarios.
• Coordinate defect triage, retesting, readiness evidence, cutover activities and production validation.
• Require remediation when critical requirements, controls, testing or readiness evidence are incomplete, and withhold readiness approval until material gaps are addressed or formally accepted.
• Recommend launch, conditional launch, delay or rollback based on documented evidence.
• Plan operating handoffs, support readiness, communications, adoption measurement and post-release evaluation.

Performance Outcomes

• Improve answer accuracy, guidance quality and closure of knowledge, content, workflow and integration gaps.
• Increase successful task, transactions and ticket completion, including appropriate routing when human involvement is required.
• Reduce repeat contacts, avoidable escalations, and abandonment.
• Improve adoption, returning-user behavior, and employee-experience outcomes.
• Reduce the time from identified issues to implemented improvements.
• Deliver predictable, high-quality projects and enhancements with realized business value compared with expected outcomes.
• Improve requirements quality, approval timeliness, traceability coverage, defect prevention, release success and vendor delivery performance.

Requirements

Required Qualifications

• 5 to 7 years of business analysis, HR technology, product delivery, enterprise application or digital employee experience.
• Demonstrated experience leading complex projects or enhancements through discovery, requirements, design, testing, launch and stabilization as a senior individual contributor.
• Demonstrated ability to use interaction data, user feedback, operational measures, and root-cause analysis to improve a digital or AI-enabled experience.
• Experience converting ambiguous employee or business needs into measurable platform, workflow, content or integration improvements.
• Sufficient technical fluency to investigate issues involving APIs, authentication, authorization, data exchanges, workflows, system errors, and connected applications.
• Advanced ability to map processes and convert discovery into clear, testable, and traceable requirements.
• Experience facilitating cross-functional workshops and decisions with senior business, technical, control and vendor stakeholders.
• Ability to manage multiple workstreams and produce concise, decision-ready recommendations.
• Demonstrated strength in platform advancement, structured problem solving, stakeholder alignment, vendor accountability, responsible AI awareness and influence without authority.

Preferred Qualifications

• Experience with Leena.ai, conversational AI, employee experience platforms, HR service delivery or API-enabled workflows.
• Experience with journey mapping, BPMN or process mapping, backlog management, requirements traceability, product analytics or responsible AI controls.
• Bachelor’s degree or equivalent relevant experience; business analysis, project management, product or process-improvement certification is beneficial.

Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.

Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity. We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act.

Compass Corporate maintains a drug-free workplace.

Applications are accepted on an ongoing basis.

Associates at Corporate are offered many fantastic benefits.

• Medical
• Vision
• Life Insurance/ AD
• Disability Insurance
• Retirement Plan
• Paid Time Off
• Holiday Time Off (varies by site/state)
• Personal Leave
• Associate Shopping Program
• Health and Wellness Programs
• Discount Marketplace
• Identity Theft Protection
• Pet Insurance
• Employee Assistance Program
• Flexible Spending Accounts (FSAs)

Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland, or to be performed Remotely, click here or copy/paste the link below for paid time off benefits information.