Description Business Analyst - AI Chatbots (Contract)Employment Type: 28 Week Contract, Potential for Extension or Conversion
Location: Hybrid/Onsite Philadelphia, PA
Position OverviewWe are seeking a highly analytical Business Analyst to support the strategy, optimization, and delivery of conversational AI experiences, including chatbot solutions. In this role, you will uncover insights from transcripts, customer journeys, and cross channel behavior; translate those insights into clear use cases and requirements; and ensure chatbot features are grounded in data, customer needs, and measurable business value.
In this position, you will serve as a measurement and insights lead and a trusted subject matter expert, elevating how we track performance and use analysis to drive product improvements. This requires strong independent judgment and ownership: you will identify the next best steps, proactively propose improvements to processes and ways of working, and drive alignment to move work forward.
You will also partner closely with Product, Engineering, and Conversational Design to define requirements and support delivery through user stories and UAT to drive continuous improvement across AI powered interactions.
This role is ideal for an independent thinker who excels at blending data analysis, customer experience understanding, and structured business requirements to help bring high impact conversational AI features to life.
Key Responsibilities Define KPIs and success metrics for conversational AI features, establish a reporting cadence, and proactively translate results into clear next actions
Independently conduct deep dive analysis of transcripts, customer journeys, and cross channel behaviors; form hypotheses, validate root causes, and recommend high impact automation opportunities
Own ongoing intent performance monitoring to spot trends early, diagnose issues, and proactively drive prioritization of next best improvements (with clear rationale and expected impact)
Proactively surface gaps, risks, and decision points; bring options with a recommended path forward, align stakeholders, and drive decisions to closure
Lead cross functional synthesis across unassisted channels (chatbots, voice) to identify integration needs, propose solutions, and drive alignment on the path forward
Perform competitive and SWOT analysis to benchmark conversational AI experiences, identify strategic gaps, and recommend where to invest or change course
Develop and socialize data driven roadmap recommendations-sizing opportunities, clarifying tradeoffs, and proposing a prioritized sequence of work tied to business goals
Translate insights into clear requirements, user stories, and acceptance criteria-anticipating questions, driving clarity on business rules, and unblocking delivery teams
Collaborate with Conversational Designers and Authors to refine intents, optimize journeys, and tune prompts based on insights
Participate in backlog grooming, story writing, sprint planning, and support UAT cycles to ensure features meet business and conversational requirements
Requirements Required Qualifications 5+ years of experience in business analysis, product analysis, or CX analytics, ideally supporting AI, chatbots, NLP, or digital support tools
Demonstrated ability to operate with high autonomy-sets direction within scope, anticipates what's needed, and drives next best steps without waiting for explicit instruction
Demonstrated experience analyzing transcript data, customer journeys, behavioral data, and multi channel interactions
Strong ability to translate insights into requirements, user stories, and structured documentation
Familiarity with conversational AI platforms (Google Dialogflow, AWS Lex, etc.)
Experience supporting UAT, release validation, and iterative optimization cycles
Excellent communication skills and ability to work cross functionally with engineering, product, design, operations, and analytics partne
Preferred Qualifications Comfort with data/BI tools
Understanding of NLP concepts (intents, entities, utterances, fallback handling)
Experience with LLM based conversation analysis, prompt evaluation, or conversational quality assurance
- Prior experience in B2B digital experiences or telecom is a plus
- Knowledge of AI ethics, governance, and responsible deployment frameworks
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