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Analyst - Innovation and Solutions III - Contact Center -16499
- Location: Chicago, Illinois 60606
- Work model: On-site
- Posted 3 weeks ago
- Job ID: JPC - 210277
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Job Description
Job Summary: Analyst - Innovation and Solutions III (Contact Center - 16499)
Location: Chicago, Illinois (Hybrid) | Job Type: 1099
About the Role
Join a forward-thinking team as an Analyst - Innovation and Solutions III, dedicated to transforming digital product experiences within Customer Contact Centers. This high-impact, hybrid role empowers you to shape critical projects, drive digital strategy, and optimize both customer and employee experiences. Collaborate with cross-functional experts, lead digital product initiatives, and influence business processes that drive efficiency and productivity.
Responsibilities
- Serve as the product owner for digital applications, crafting user stories, requirements, and process documentation to align business objectives with technical solutions.
- Lead and execute the full product lifecycle, from concept to implementation, participating in agile/scrum rituals and delivering measurable results.
- Prioritize and manage product backlogs, making strategic decisions to enhance digital development and user experience.
- Define, document, and test real-world business use cases, partnering with cross-functional teams and business stakeholders for successful execution.
- Identify and drive process, product, and team improvements through data-driven analysis.
- Develop, manage, and monitor project plans, ensuring effective collaboration and transparent communication with stakeholders.
- Facilitate seamless handoffs to training and change management teams for smooth process adoption.
- Leverage customer and employee insights to inform product enhancements and strategic initiatives.
Required Skills and Experience
- Bachelor's degree in Industrial Engineering or Information Technology.
- 3-5 years' experience in business analysis, digital product management, or related industrial engineering/information technology fields.
- Proficiency with Microsoft Word, Excel, PowerPoint, Outlook, and Teams.
- Strong skills in project management, digital documentation, and business process analysis.
Preferred Skills
- Experience in creating and writing user stories and detailed business requirements.
- Familiarity with customer/employee service flows.
- Agile/Scrum environment experience (1-2 years).
- Process mapping or swim lane exercise experience.
- Advanced problem resolution and communication skills.
Benefits
- Hybrid work environment in downtown Chicago.
- Opportunity to lead high-visibility, cross-functional projects.
- Professional growth in digital product strategy and innovation.
- Collaborative and inclusive team culture.
- Exposure to cutting-edge technologies and methodologies in customer contact solutions.
How to Apply
Ready to advance your career in digital product innovation? Submit your resume and a brief cover letter detailing your most relevant experience. Candidates must be authorized to work in the U.S. without sponsorship. Background check and drug screening required.
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Job details
Job ID JPC - 210277
Location Chicago, Illinois, United States
Work Model On-site
Job Type 1099
Posted September 24, 2026
Skills Word
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