Business Analyst, Customer Experience

Just Energy • Houston, TX

2d

About The Position

We are seeking a skilled Business Analyst to enhance our customer experience across multiple support channels, including IVR, customer portal, mobile app, and online chatbots. This role combines strategic analysis, requirements management, and quality assurance with change management and customer journey ownership to ensure initiatives are designed and delivered to meet business objectives and exceed customer expectations. Acting as a bridge between business stakeholders, technology teams, and Customer Service (Care) teams, you will ensure seamless execution of initiatives by aligning messaging across channels, identifying and resolving friction points, and managing end-to-end change - from requirements through testing to rollout.

Requirements

• 3–5+ years of experience in business analysis, customer experience, or related roles within CRM, digital self-serve, or technology-driven environments.
• Demonstrated experience in requirements gathering, process documentation, change management, leading user acceptance testing (UAT).
• Excellent stakeholder management, collaboration, and communication skills, with the ability to align cross-functional teams and facilitate workshops
• Strong analytical and problem-solving abilities, with keen attention to detail, quality standards, and compliance requirements.
• Able to execute duties with minimum supervision in a fast-paced, deadline-driven, monitored environment.

Nice To Haves

• Familiarity working with self-service and multi-channel support platforms (IVR, portal, mobile app, chatbots) preferred.

Responsibilities

• Journey Mapping & Optimization: Maintain and update customer journey maps across self-service channels (IVR, portal, mobile app, chatbot) to visualize touchpoints, identify friction, and guide optimization opportunities.
• Content Alignment & Compliance: Ensure self-service content is consistent across channels and fully aligned with legal, regulatory, and business requirements.
• Customer Experience Requirements Management: Lead discovery sessions to capture CX requirements, document clear and testable specifications, and bridge stakeholders with delivery teams to ensure alignment with strategy.
• Change Management: Own the change lifecycle from submission through deployment by managing requests, coordinating stakeholders, tracking timelines, and ensuring consistent, disruption-free execution across channels.
• Testing & Quality Assurance Oversight: Plan and execute user acceptance testing (UAT) for changes to validate accuracy, usability, and customer experience alignment.
• Rollout & Communication: Coordinate business readiness and manage rollout activities, including stakeholder and customer communications when changes impact processes or experiences.
• Cross-Functional Collaboration: Act as a liaison between the Customer Experience team, Operations, IT, and Customer Service (Care), facilitating workshops and driving resolution of complex issues.
• Performance Monitoring & Insights: Analyze system and process performance data to identify trends, risks, and opportunities, and recommend improvements to optimize self-service experience.
• Standards & Governance: Ensure all initiatives adhere to organizational standards, best practices, and regulatory requirements, contributing to a consistent and compliant experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees