JOB DESCRIPTION
Max Bill Rate: ***/hr
Business Analyst IV
I. Job Summary
We are seeking a highly experienced Business Analyst to support and evolve self-service digital capabilities and customer experience initiatives for wm.com. This role will partner closely with, Digital, UX, Data, and business teams to define, deliver, and continuously improve customer-facing solutions.
The ideal candidate brings strong expertise in digital self service platforms, customer journey optimization, and AI enabled solutions, with hands on experience translating business needs into scalable, data driven and AI powered features.
II. Duties and Responsibilities include the following. To perform this job successfully, an individual must be able to perform each duty satisfactorily. Other ancillary duties may be assigned.
Lead analysis and requirements definition for omni channel self-service features on customer facing platforms (website,chatbot,mobile app), including account management, billing, service requests, issue resolution, and personalization.
Analyze end to end customer journeys to identify friction points and opportunities to improve digital adoption, satisfaction, and efficiency.
Partners with business, data services, UX and Product teams to define user stories, acceptance criteria, and success metrics aligned to customer experience outcomes.
Identify and evaluate opportunities to apply AI and machine learning (e.g., chatbots, virtual assistants, predictive insights, intelligent recommendations, automation, sentiment analysis) to enhance customer self service and support.
Translate complex AI concepts into clear business and functional requirements to build scalable and measurable digital experiences.
Defines the vision of Product
Serve as a key liaison between business stakeholders and technical teams, ensuring alignment and execution following the agile methodology
Lead backlog refinement, requirements prioritization, risk management, support sprint planning, UAT & PAT activities.
III. Supervisory Responsibilities
May coach and mentor less experienced analysts and act as team leaders on systems projects.
IV. Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job.
A. Education and Experience
Required:
Bachelor s degree in business, Information Systems, Computer Science, or related field.
8+ years of experience as a Business Analyst, with at least 2+ years operating at a senior/lead (BA4) level.
Proven experience supporting customer facing digital platforms, preferably self service websites or portals.
Demonstrated experience working on AI enabled solutions, such as:
o Conversational AI / chatbots
o Automation and intelligent workflows
o Predictive or recommendation systems
o Data driven decision or personalization engines
Strong experience with Agile product delivery (Scrum/Kanban), user stories, and backlog management.
Excellent stakeholder management, facilitation, and communication skills.
Preferred:
Experience working with large scale enterprise websites or high traffic consumer platforms.
Familiarity with analytics tools, customer insights platforms, and experimentation (A/B testing).
Experience partnering with Data Science or AI/ML teams in production environments.
Background in utilities, logistics, or service based industries is a plus.
Core Competencies
Customer centric mindset
Strategic thinking with strong attention to detail
AI and data literacy
Problem solving and analytical rigor
Collaboration across technical and business teams
Ability to translate ambiguity into clear, actionable requirements
Nice to have:
Certified Scrum Product Owner (CSPO)
PMI Professional in Business Analysis (PMI PBA) or IIBA Certification (CBAP or CCBA)
SAFe Agilist (SA) or equivalent Agile scaling certification
Certifications or formal training in AI, Data Analytics, or Digital Product Management (e.g., AI for Business, Data Analytics, or UX-related certifications)
V. Work Environment and Essential Functions
Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc) most of the work day;
Required to exert physical effort in handling objects less than 30 pounds rarely;
Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc) rarely;
Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely;
Normal setting for this job is: office setting.