Business Analyst, Customer Experience

Amplify

1d•$75,000 - $85,000•Remote

About The Position

Amplify helps teachers bring delight and rigor to students every day. We have become a leader in K–12 literacy, biliteracy, math, and science by building inspiring teaching and learning experiences based on research. The Amplify Classroom platform combines curriculum, assessment, and supplemental learning into one coherent high-quality instructional system. A pioneer in education since 2000, Amplify has developed deep relationships in states and districts by partnering with educators to drive implementation quality and improved outcomes. Today, Amplify serves more than 18 million students and teachers across all 50 states and on six continents. For more information, visit Amplify.com. As a Business Analyst for Customer Experience Systems, this role combines analytical expertise with cross-functional collaboration, supporting systems enhancements and strategic initiatives across Customer Experience sub-teams including Professional Development, Customer Success, and Technical Onboarding. The position requires exceptional ability to translate business requirements into technical specifications while facilitating stakeholder alignment and project execution. Reporting to the Business Systems Lead, this role serves as a critical bridge between business needs and technical solutions, ensuring consistent and efficient delivery of system enhancements aligned with strategic business outcomes.

Requirements

Bachelor's degree in Business Analytics, Information Systems, Operations Management, or related field preferred
3+ years of experience in business analysis, systems analysis, or operations roles supporting cross-functional technical initiatives
Strong analytical and problem-solving skills with ability to synthesize disparate information and translate business needs into technical requirements
Experience with requirements gathering, process mapping, and solution documentation methodologies
Proficiency with project management tools and methodologies including scope definition, timeline management, and stakeholder coordination
Experience working with business systems such as Salesforce, Gainsight, Tableau, or similar enterprise platforms
Demonstrated ability to facilitate stakeholder alignment and manage competing priorities across multiple business units
Strong attention to detail with ability to identify edge cases, dependencies, and potential risks in system implementations
Experience conducting process analysis and identifying opportunities for operational improvement through system enhancements
Ability to assess business value and operational impact of proposed solutions to support prioritization decisions
Understanding of business systems architecture, data flows, and integration requirements in enterprise environments
Experience with user acceptance testing, quality assurance processes, and system validation methodologies
Knowledge of data visualization tools and operational reporting requirements
Familiarity with Agile development methodologies and requirements engineering best practices
Excellent written and verbal communication skills with ability to facilitate cross-functional meetings and workshops
Proven ability to build collaborative relationships across business and technical teams
Experience creating clear, comprehensive documentation for both technical and non-technical audiences
Strong facilitation skills with ability to guide stakeholder groups toward consensus and shared alignment

Nice To Haves

Experience in EdTech, K-12 curriculum, or customer experience organizations
Formal training in business analysis, process improvement, or requirements engineering methodologies
Knowledge of Customer Success platforms, customer support systems, or professional development operations
Experience with data analysis and reporting in customer experience or operational domains
Background in change management or user training for system implementations

Responsibilities

Supports end-to-end requirements lifecycle from initial articulation through validation and final signoff under guidance of Business Systems Lead
Implements standardized requirements frameworks including business problem definition, end-user needs analysis, process mapping, workflow documentation, and acceptance criteria development
Facilitates solution discovery sessions with business and technical stakeholders to ensure shared understanding of project objectives and constraints
Validates prototypes and early builds against business requirements, providing feedback to development teams and ensuring alignment before implementation
Documents edge cases, assumptions, and dependencies to reduce rework and misinterpretation during development cycles
Acts as liaison between Customer Experience sub-teams and Business Systems & Data organizations to facilitate clear communication and decision-making
Synthesizes complex technical and business information into concise, actionable documentation for cross-functional partners
Coordinates project updates, release readiness assessments, and rollout communications across multiple stakeholder groups
Anticipates potential misalignment risks and proactively addresses ambiguities before they become project blockers
Supports creation and execution of communication plans for system changes, training requirements, and post-launch adoption initiatives
Develops comprehensive process maps and workflow documentation for current state and future state business processes
Analyzes operational workflows within CX domains to identify inefficiencies, bottlenecks, and opportunities for system-enabled improvements
Partners with Data teams to ensure reporting, dashboards, and data definitions support operational clarity and business visibility
Conducts gap analysis between current capabilities and desired outcomes to inform system enhancement priorities
Documents process changes and ensures knowledge transfer to operational teams for sustainable adoption
Supports Business Systems Lead in managing portfolio of systems work including projects, enhancements, and business-as-usual activities
Assists with project scoping, timeline development, and resource planning for systems initiatives across CX sub-teams
Tracks project dependencies, risks, and deliverables to ensure adherence to readiness standards and quality gates
Coordinates testing activities, user acceptance testing, and quality assurance processes for system implementations
Maintains project documentation and status reporting to support portfolio visibility and stakeholder communication
Develops working knowledge of systems, tools, and data models within Customer Experience domains including Salesforce, Gainsight, and Tableau
Supports identification of systemic issues, recurring friction points, and opportunities for automation and simplification
Assists with data validation, system configuration testing, and post-implementation monitoring to ensure successful system changes
Contributes to documentation of system changes, user guides, and training materials for operational teams