Senior Business Analyst, Client Experience

Advisor Group•Scottsdale, AZ

13h•Hybrid

About The Position

As part of the Voice of the Customer team, the Sr. Business Analyst will be responsible for translating customer feedback into actionable insights that drive meaningful improvements across products, services, and customer experiences. This role partners closely with Product, Operations, Technology, and leadership teams to analyze NPS and VoC data, identify drivers of customer sentiment, and influence prioritization and decision-making. The Sr. Business Analyst will leverage AI and advanced analytics capabilities to scale customer insight generation and pattern detection. This Business Analyst also supports managing, documenting, and communicating timelines, tasks, issues, decisions, and risks to ensure successful delivery of business objectives. The ideal candidate is highly analytical, customer-obsessed, and skilled at turning qualitative and quantitative feedback into clear narratives and recommendations.

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.
Demonstrates strategic viewpoint, with a clear understanding of the goals and objectives
Strong leadership skills and the ability to build consensus across departments regarding complex solutions and/or issue resolution
Possesses working knowledge of the Project Management Life Cycle
Demonstrates a working knowledge of effective testing techniques and procedures
Demonstrates strong understanding of application and database development concepts
Minimum of high school diploma or equivalent is required.

Nice To Haves

Experience in Financial Services (wealth management, investment management, broker-dealer, insurance, securities, specialty finance)
Familiarity with VoC and survey tools (e.g., Medallia, Qualtrics, Pendo, InMoment)
Advanced experience with dashboarding and visualization tools (e.g., Power BI, Tableau, Snowflake, or Microsoft Suite)
Excellent organizational and time management skills

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.
Ensure business requirements and changes to the requirements are captured and documented throughout the Project Management Lifecycle.
Communicate requirements to various stakeholders, including but not limited to, business unit members, development team members, and other stakeholders as needed.
Prepare estimates, to establish project timelines and milestones.
Monitor leading and lagging indicators of customer sentiment to surface risks and opportunities
Lead the development and maintenance of end-to-end customer journey maps across priority personas, products, and services
Maintain journey documentation as living artifacts that evolve with process, technology, and customer expectations
Participate in technical and business process issue tracking, management, and resolution.
Maintain expertise in several business areas and their integration points to other departments or systems