Principal Customer Platform Business Analyst, Digital Service
About The Position
This role operates in a fast-paced SAFe Agile environment and plays a critical role in evolving Waters’ Salesforce ecosystem, with a strong focus on customer-facing experiences delivered through Salesforce Experience Cloud and Service Cloud. The position supports scalable portals, self-service capabilities, and knowledge-driven interactions that enable the future of Marketing, Sales, and Service operations. Partnering closely with the Salesforce Product Owner, business stakeholders, IT, and delivery teams, this role translates complex business and customer experience needs into high-quality, actionable user stories that drive adoption, efficiency, and measurable business value.
Requirements
- Strong understanding of Sales, Marketing, and Service processes with emphasis on customer-facing journeys
- Proven Salesforce experience, particularly with Service Cloud, Experience Cloud, Knowledge, and customer portals
- Ability to analyze current-state processes, identify gaps, and define actionable future-state solutions
- Strong facilitation, communication, and stakeholder influence skills
- Ability to break down complex initiatives into deliverable, value-driven components
- Experience partnering with Product Owners, UX/design, and technical teams to deliver scalable Salesforce solutions
- Strong judgment in balancing customer needs, business priorities, and platform constraints
- 4+ years of CRM experience, preferably Salesforce, in IT or business operations
- 8+ years of experience in Sales, Marketing, or Service operations
Nice To Haves
- Salesforce Administrator Certification preferred
- Agile/Scrum Product Owner certification or equivalent experience preferred
- Experience with Agile tools such as JIRA
- Bachelor’s degree in computer science or a related field
Responsibilities
- Partner with senior leaders and global stakeholders to deliver customer-facing engagement and service capabilities that improve efficiency, productivity, and experience
- Provide functional leadership to automate and streamline Salesforce-enabled business processes
- Translate business and experience requirements into prioritized user stories, epics, and success metrics
- Maintain and continuously refine a well-prioritized product backlog aligned to business value
- Support Experience Cloud solutions including portals, knowledge, case management, and self-service
- Facilitate backlog refinement, cross-team collaboration, and shared understanding between technical and non-technical teams
- Validate delivered solutions against acceptance criteria, usability standards, and experience quality expectations
- Ensure customer-centric decision-making by identifying user pain points and aligning to best practices
- Monitor platform performance using KPIs such as adoption, usage, efficiency, and engagement
- Mentor and support other Business Analysts within the organization
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What This Job Offers
Job Type
Full-time
Career Level
Senior
