Senior Digital Experience & Transformation Analyst

eTeam; Columbus (OH); On-site; USD 90,000 - 125,000; Full time

Job summary

eTeam in Columbus, OH is seeking a Senior Business Analyst to join the Customer Solutions: Customer Experience and Insights, Products and Services, and Digital Channels team. You will partner with business leaders, SMEs, IT, and vendors to define future-state processes, validate requirements, and design scalable, customer-centered solutions.

Responsibilities include developing test scenarios, supporting UAT, documenting defects, and ensuring solutions meet business needs while enabling adoption.

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.]
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Skills

Salesforce

SAP S4 Hanna

Payments Product

FICA / Accounting

Payment Process

Job description

eTeam in Columbus, OH is seeking a Senior Business Analyst to join the Customer Solutions: Customer Experience and Insights, Products and Services, and Digital Channels team. You will partner with business leaders, SMEs, IT, and vendors to define future-state processes, validate requirements, and design scalable, customer-centered solutions.

Responsibilities include developing test scenarios, supporting UAT, documenting defects, and ensuring solutions meet business needs while enabling adoption.