Business Analyst- Digital Self Service, customer service experience

Senior Business Analyst – Digital Self‑Service & AI

Location: Houston, TX (Hybrid) Team: Digital Customer Experience Level: Senior / Lead (BA4) Payrate $60-70/hr on w2

We are transforming how customers interact with digital platforms — and we’re looking for a Senior Business Analyst who can help shape the future of self‑service experiences across web, mobile, and conversational AI channels. If you’re passionate about customer experience, data‑driven decision making, and building scalable digital solutions powered by AI, this role is for you.

In short: looking for a senior/lead Business Analyst who can help evolve customer-facing digital self-service capabilities- especially across the website, chatbot, and mobile app.

Why This Role Matters

You’ll help shape digital experiences that customers rely on every day. You’ll work with a collaborative team, influence product direction, and contribute to high‑visibility initiatives that directly impact customer satisfaction and business performance.

What You’ll Do

• Lead requirements and analysis for digital self-service features such as account management, billing, service requests, issue resolution, and personalization.
• Improve customer journeys by identifying friction points and increasing digital adoption, customer satisfaction, and efficiency.
• Work closely with Product, UX, Data, Digital, and business teams to define user stories, acceptance criteria, priorities, and success metrics.
• Bring AI/ML experience—not necessarily as a data scientist, but as a BA who can translate AI ideas into business and functional requirements. Examples include chatbots, virtual assistants, predictive recommendations, automation, sentiment analysis, and personalization.
• Operate in an Agile environment, supporting backlog refinement, sprint planning, UAT/PAT, risk management, and prioritization.
• Act as a liaison between business and technical teams, making sure business needs are clearly understood and delivered.
• Potentially mentor junior analysts or act as a team lead on projects.

The strongest candidate would likely have:

• 8+ years of BA experience
• 2+ years at senior/lead BA level
• Experience with large customer-facing digital platforms
• Strong knowledge of Agile/Scrum/Kanban
• Hands-on experience with AI-enabled or data-driven digital features
• Excellent stakeholder communication and facilitation skills

In short: looking for a customer-experience-focused Senior Business Analyst/Product-oriented BA with strong digital self-service experience and enough AI/data literacy to help define modern, scalable, AI-powered customer solutions.

Preferred

• Experience with large-scale enterprise websites or high-traffic consumer platforms.
• Familiarity with analytics tools, customer insights platforms, and A/B testing.
• Experience partnering with Data Science or AI/ML teams.
• Background in utilities, logistics, or service-based industries.

Core Competencies

• Customer‑centric mindset
• Strategic thinking with attention to detail
• AI and data literacy
• Analytical rigor
• Cross‑functional collaboration
• Ability to turn ambiguity into clear, actionable requirements

Nice to Have

• CSPO
• PMI‑PBA, CBAP, or CCBA
• SAFe Agilist
• Certifications in AI, Data Analytics, or Digital Product Management