Business Analyst – Agentic AI & Automation, Chat Customer Experience

Functional Role: Senior Business Analyst / Hands-On Product Owner – Digital Servicing & Customer ExperienceLocation: Stamford, ConnecticutWork Arrangement: 100% OnsiteStart Date: Immediate Availability RequiredBackground Check: MandatoryPreferred AI Development Platform: AWS KiroPosition OverviewWe are seeking an experienced Senior Business Analyst / Product Owner with strong hands-on AI and automation capabilities to support the transformation of Digital Servicing and Customer Experience, with a focus on customer chat and digital servicing interactions.This is primarily a Product Owner / Senior Business Analyst role, requiring the ability to independently identify business problems, analyze supporting data, define product requirements, develop comprehensive Product Requirements Documents (PRDs), and drive solutions toward delivery.The ideal candidate will combine strong product ownership and business analysis expertise with practical technical capabilities in SQL, Python, APIs, AI-assisted coding, and workflow automation.The individual will work closely with product, business, engineering, and architecture stakeholders to identify customer servicing challenges, evaluate automation opportunities, define development-ready requirements, and support the implementation of intelligent and AI-driven solutions.The candidate should also be comfortable using AI-assisted development tools to build, test, and validate lightweight automation solutions and prototypes. AWS Kiro is the preferred platform, although experience with comparable AI-assisted coding and automation tools will be considered.A Senior Business Analyst or Technical Business Analyst with comparable Product Owner responsibilities and hands-on AI automation experience will also be a strong fit.Key Responsibilities1. Product Ownership & Business Requirements Management

• Independently identify business problems and translate them into actionable product requirements and solutions.
• Own assigned Digital Servicing and Customer Experience use cases from discovery through requirements definition and delivery.
• Develop comprehensive, development-ready Product Requirements Documents (PRDs).
• Translate business objectives into customer journeys, functional requirements, user stories, and acceptance criteria.
• Define business objectives, dependencies, integration requirements, and measurable success criteria.
• Collaborate with product, business, engineering, and architecture teams to ensure requirements are clear and implementation-ready.
• Drive discussions with stakeholders to validate requirements, resolve gaps, and prioritize product opportunities.
• Support Agile delivery activities, including backlog refinement, sprint planning, testing, and implementation.

2. Customer Experience Analysis & Data-Driven Problem Solving

• Analyze customer chat journeys and digital servicing processes to identify friction points and improvement opportunities.
• Identify recurring customer servicing issues, repetitive service requests, inefficient workflows, and operational bottlenecks.
• Use SQL and analytical tools to investigate customer interaction data and operational performance.
• Establish performance baselines and quantify potential automation opportunities.
• Translate analytical findings into actionable product recommendations.
• Evaluate opportunities to improve customer experiences, streamline servicing operations, and increase automation efficiency.
• Present findings and recommendations to business and product stakeholders.

3. Hands-On AI-Assisted Development & Automation

• Leverage AI-assisted coding tools to generate, refine, debug, and validate practical automation solutions.
• Use AWS Kiro (preferred) or comparable AI-assisted development platforms.
• Develop lightweight prototypes, scripts, and reusable automation workflows using Python, SQL, APIs, and similar technologies.
• Build practical automations supporting product analysis, reporting, data preparation, testing, and validation.
• Independently analyze data and develop working solutions using approved AI-assisted development tools.
• Validate generated code and outputs for accuracy, reliability, security, and appropriate handling of sensitive customer information.
• Translate business requirements into practical technical solutions without requiring full-time software engineering expertise.

4. Agentic AI & Intelligent Automation

• Identify opportunities to leverage agentic AI, conversational AI, and intelligent automation within digital customer servicing.
• Help define AI-driven customer experience workflows and business use cases.
• Document agent interactions, tool execution, API integrations, workflow dependencies, and decision-making processes.
• Define fallback mechanisms, exception handling, and human-in-the-loop escalation requirements.
• Collaborate with engineering teams to evaluate and validate AI-driven solutions.
• Support testing, performance evaluation, and continuous improvement of intelligent automation capabilities.

First 90-Day ExpectationsFirst 15–30 Days: Discovery & Opportunity Identification

• Understand existing digital servicing processes, customer chat journeys, and automation capabilities.
• Meet product, business, engineering, and architecture stakeholders.
• Identify customer friction points and potential automation opportunities.
• Review available operational reporting and customer interaction data.
• Document an initial inventory of business problems and potential solutions.

First 30–60 Days: Data Analysis & Solution Definition

• Use SQL and approved analytical tools to investigate customer experience and operational performance.
• Analyze recurring servicing issues and workflow inefficiencies.
• Establish performance baselines and quantify improvement opportunities.
• Present evidence-based recommendations to business and product stakeholders.
• Identify practical AI-assisted automation opportunities.

First 45–90 Days: PRD Development & Delivery Readiness

• Develop comprehensive PRDs for prioritized business use cases.
• Translate requirements into customer journeys, user stories, and acceptance criteria.
• Define technical dependencies, integration requirements, and measurable success criteria.
• Document agentic workflows, fallback behavior, and human escalation where applicable.
• Build and validate lightweight automation prototypes where appropriate.
• Support engineering teams through implementation, testing, and delivery.

Note: Specific customer servicing use cases and business priorities will be confirmed with the client.Critical Candidate Requirements1. Product Ownership / Senior Business Analysis

• Proven experience as a Product Owner, Senior Business Analyst, Technical Business Analyst, or similar role.
• Ability to independently identify business problems and own requirements definition.
• Strong experience developing comprehensive PRDs, functional requirements, customer journeys, user stories, and acceptance criteria.
• Experience driving requirements through development, testing, and delivery.

2. SQL & Data Analysis

• Strong practical SQL proficiency.
• Ability to independently query, analyze, and interpret operational or customer interaction data.
• Experience establishing performance baselines and identifying improvement opportunities.

3. AI-Assisted Coding & Automation

• Practical experience using AI-assisted coding tools to generate, refine, debug, and validate working solutions.
• Ability to build and validate lightweight automation prototypes.
• AWS Kiro is preferred; comparable tools will be considered.

4. Python & API Knowledge

• Working knowledge of Python, SQL, APIs, scripting, and workflow automation.
• Ability to independently develop and validate practical automation solutions.
• Full-time software engineering expertise is not required.

5. Agentic AI / Conversational AI

• Understanding or experience with Agentic AI, LLMs, conversational AI, or intelligent automation.
• Familiarity with agent workflows, tool execution, orchestration, fallback handling, and human-in-the-loop processes.
• Direct Agentic AI experience is preferred, but relevant transferable experience will be considered.

6. Agile Product Delivery

• Experience working with engineering teams in Agile environments.
• Ability to translate business requirements into implementation-ready work.
• Experience supporting testing, validation, and delivery.

7. Independent Ownership & Communication

• Ability to work independently with limited supervision.
• Strong stakeholder management, analytical thinking, and problem-solving skills.
• Excellent communication skills with business, product, engineering, and architecture teams.

8. Onsite Availability & Background Screening

• Must be available to work 100% onsite in Stamford, Connecticut.
• Immediate availability is required.
• Must be able to complete the mandatory background check.

Preferred Technical Experience

• AWS Kiro – preferred AI-assisted development platform.
• Other AI-assisted coding and development tools.
• Microsoft Power Platform / Copilot Studio.
• UiPath or comparable workflow automation platforms.
• Azure AI services.
• Salesforce Agentforce.
• Conversational AI, LLMs, and agentic AI frameworks.
• Python-based automation and API integrations.
• SQL, Power BI, and other business intelligence tools.
• Agent orchestration, workflow design, and human-in-the-loop automation.

Experience with comparable technologies and platforms will be considered.