Job#: 3024567
Job Description:
Job Summary:
We are looking for a Business Analyst with expertise in customer experience and digital servicing to support our Chat Messaging Product Team. This role will focus on defining and documenting business requirements (BRDs) for chat enhancements, ensuring alignment between customer needs, product goals, and technology solutions. The ideal candidate will work closely with product managers, developers, designers, and vendors to optimize chat flows, improve customer interactions, and drive efficiency in digital servicing.
Key Responsibilities:
· Develop and own Business Requirement Documents (BRDs) to define chat product enhancements, customer experience improvements, and digital engagement strategies.
· Collaborate cross-functionally with product managers, UX/UI designers, developers, and chat vendors (e.g., ASAPP) to ensure seamless implementation of chat solutions.
· Analyze chat performance data, customer interactions, and pain points to identify improvement opportunities.
· Translate customer needs into clear, actionable business and functional requirements with use cases, process flows, and user stories.
· Partner with data and analytics teams to define and track KPIs (e.g., containment rate, deflection, CSAT, chat adoption).
· Ensure all requirements align with customer expectations, operational feasibility, and business goals.
· Conduct pre- and post-deployment user testing to validate enhancements and identify potential issues.
· Facilitate stakeholder discussions, ensuring transparency, alignment, and prioritization of chat initiatives.
· Document and maintain process improvements to streamline chat interactions and agent handoff experiences.
Required Qualifications:
· 3-5+ years of experience as a Business Analyst in digital servicing, chat, or customer experience.
· Proven ability to create BRDs, user stories, use cases, and process flows for customer-facing products.
· Strong understanding of chat platforms, AI-powered chatbots, and digital self-service solutions.
· Experience with business analysis tools (JIRA, Confluence, Microsoft Visio, and other BA documentation software).
· Familiarity with Agile and Scrum methodologies in software development.
· Knowledge of customer experience best practices and UX principles.
· Excellent analytical, communication, and stakeholder management skills.
Preferred Qualifications:
· Experience working in telecommunications or digital customer support.
· Understanding of APIs, web services, and conversational AI (nice to have).
Prior experience with AI-driven chat optimization and automation
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click here for more details.
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Apex team member can provide.
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