Join Veracity, Where Strategy Meets Impact
At Veracity, we help organizations work smarter, move faster, and adapt with confidence. We re a business and technology consultancy that partners with companies to optimize performance and successfully navigate change.
But what really sets us apart? Our people.
Our team is made up of strategic thinkers, solution builders, and natural problem-solvers who thrive on collaboration. We work side-by-side with our clients to understand their goals and deliver meaningful, measurable results. Along the way, we stay grounded in our core values: transparency, curiosity, and humility. We believe when our clients succeed, our employees grow, and our communities thrive and everybody wins.
Now Hiring: Business Analyst CX Workflow & Process Improvement
We re looking for a talented Business Analyst CX Workflow & Process Improvement to join our growing team. If you re energized by solving complex challenges, collaborating with smart and supportive teammates, and making a real impact, you ll fit right in.
What You ll Do:
- Gather, document, and analyze business requirements related to customer experience and workflow processes
- Map current and future-state workflows using tools such as Visio, Lucidchart, or similar
- Identify process improvement opportunities across customer journeys, contact center operations, and digital channels
- Translate business needs into functional requirements and user stories for technical and platform teams
- Partner with stakeholders across Customer Experience, Operations, and IT to support workflow optimization initiatives
- Support implementation of workflow changes within platforms such as CRM or CX tools (e.g., ServiceNow, Salesforce)
- Assist in defining success metrics and tracking improvements in efficiency, customer experience, and operational performance
- Create clear documentation, presentations, and process artifacts for stakeholders and leadership
What You Bring:
- 3 7+ years of experience as a Business Analyst, Functional Consultant, or Process Analyst
- Strong experience with workflow/process mapping and requirements gathering
- Proficiency with documentation and diagramming tools (e.g., Visio, Lucidchart, Miro)
- Experience working with CRM or CX platforms (e.g., ServiceNow, Salesforce, or similar)
- Ability to translate business requirements into functional specifications
- Strong communication and stakeholder management skills
- Experience supporting customer experience, contact center, or digital process initiatives preferred
- Exposure to automation or AI-enabled workflows is a plus, but not required
- Consistent, reliable availability and professional accountability
We re looking for someone who combines technical excellence with curiosity, adaptability, and a collaborative mindset.
Why Veracity?
- A team that values your ideas and expertise
- A culture built on trust, respect, and growth
- Meaningful client work that drives measurable results
- A company that invests in both professional success and community impact
Our Commitment to Equal Opportunity
Veracity Consulting provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to disability or status as a protected veteran and any other characteristics protected by law.
We are committed to providing reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact Human Resources at and let us know the nature of your request and your contact information. Requests will be considered on a case-by-case basis.
In addition to federal law requirements, Veracity Consulting complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.
No 3rd parties, please.
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