Senior Digital CX & Omnichannel Analyst

eTeam; Columbus (OH); On-site; USD 90,000 - 110,000; Full time

Job summary

eTeam is seeking a Senior Business Analyst in Columbus, OH to partner with Customer Transformation/Experience teams and IT, guiding future-state processes, validating requirements, and enabling testing and rollout for multi-year digital initiatives.

The role emphasizes rapid delivery in a fast-paced environment, stakeholder engagement, and the ability to adapt to new technology while supporting user acceptance testing and rollout readiness.

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 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

Salesforce product experience

SAP S4 Hanna product experience

Payments product experience

FICA /Accounting skills

Payment process skills

Job description

eTeam is seeking a Senior Business Analyst in Columbus, OH to partner with Customer Transformation/Experience teams and IT, guiding future-state processes, validating requirements, and enabling testing and rollout for multi-year digital initiatives.

The role emphasizes rapid delivery in a fast-paced environment, stakeholder engagement, and the ability to adapt to new technology while supporting user acceptance testing and rollout readiness.