Scottsdale, AZ18 days ago
Maintain expertise in several business areas and their integration points to other departments or systems Basic Requirements: 5+ years of experience as a member of software development team, preferably as a Business Analyst or Product Owner 5+ years of experience with customer journey mapping frameworks and using journey-level insights to support prioritization Direct experience working with NPS, VoC, or customer feedback programs Background in Agile, SAFe, or product-based delivery models Strong analytical skills with experience combining qualitative and quantitative data Experience developing and effectively delivering group presentations regarding product and technical information, particularly to senior management Strong customer service attitude and ambition to maintain consistently high levels of customer service Proactively identify, develop and initiate innovations and solutions where precedents and procedures may not exist Demonstrates in-depth understanding of purpose and operations of the lines of business supported. Responsibilities: Own end-to-end analysis of NPS and VoC data across customer journeys, channels, and segments Identify trends, root causes, and drivers of customer satisfaction, loyalty, and detractor behavior Analyze customer feedback across channels including surveys, digital experiences, service interactions, and advisor/client touchpoints Drive evolution of end-to-end customer journey maps across personas, products, and lifecycle stages Use journey-level insights to support prioritization, roadmap planning, and business cases Partner with Data and AI teams to define requirements for predictive models, driver analysis, and experience forecasting Facilitates activities and workshops to identify, analyze, and document business, product, and process requirements, including but not limited to business requirements documentation (functional, non-functional, user), use case scenarios, process flows, and UAT test scenarios/scripts.