Business Analyst, Customer Experience

📋 Description

• • As a Business Analyst for Customer Experience Systems at Amplify Education, Inc., you will play a pivotal role in enhancing the systems that support our critical customer-facing operations. This position is ideal for a detail-oriented and collaborative professional who thrives on translating complex business needs into actionable technical solutions. You will be instrumental in driving strategic initiatives and system improvements across key Customer Experience sub-teams, including Professional Development, Customer Success, and Technical Onboarding. Your work will directly impact our ability to provide exceptional support and engagement to educators and students nationwide.
• • You will be responsible for the end-to-end requirements lifecycle, from initial articulation and discovery sessions to validation and final signoff, always under the guidance of the Business Systems Lead. This involves implementing standardized requirements frameworks, meticulously defining business problems, analyzing end-user needs, mapping current and future state processes, documenting workflows, and developing clear acceptance criteria. Your ability to facilitate solution discovery sessions will ensure a shared understanding of project objectives and constraints between business and technical stakeholders.
• • A crucial aspect of this role is validating prototypes and early builds against business requirements. You will provide constructive feedback to development teams, ensuring alignment and minimizing rework before full implementation. Documenting edge cases, assumptions, and dependencies will be key to preventing misinterpretations and ensuring smooth development cycles.
• • You will serve as a vital liaison between the Customer Experience sub-teams and the Business Systems & Data organizations. This involves facilitating clear communication, driving decision-making, and synthesizing complex technical and business information into concise, actionable documentation for a diverse range of cross-functional partners. Proactively anticipating potential misalignment risks and addressing ambiguities before they become project blockers is essential for maintaining project momentum.
• • Coordinating project updates, release readiness assessments, and rollout communications across multiple stakeholder groups will be a regular responsibility. You will also support the creation and execution of comprehensive communication plans for system changes, training requirements, and post-launch adoption initiatives, ensuring a smooth transition for all users.
• • In terms of process mapping and analysis, you will develop comprehensive maps and workflow documentation for both current and future state business processes. By analyzing operational workflows within CX domains, you will identify inefficiencies, bottlenecks, and opportunities for system-enabled improvements. Partnering with Data teams to ensure reporting, dashboards, and data definitions support operational clarity and business visibility is also a key function.
• • Conducting gap analysis between current capabilities and desired outcomes will inform system enhancement priorities. You will also document process changes and ensure effective knowledge transfer to operational teams for sustainable adoption, fostering a culture of continuous improvement.
• • Supporting the Business Systems Lead in managing the portfolio of systems work, including projects, enhancements, and business-as-usual activities, is a core responsibility. This includes assisting with project scoping, timeline development, and resource planning for systems initiatives across CX sub-teams. Tracking project dependencies, risks, and deliverables will ensure adherence to readiness standards and quality gates.
• • You will coordinate testing activities, including user acceptance testing (UAT) and quality assurance (QA) processes, for system implementations. Maintaining project documentation and status reporting will be crucial for portfolio visibility and effective stakeholder communication. Finally, you will develop a working knowledge of systems, tools, and data models within Customer Experience domains, such as Salesforce, Gainsight, and Tableau, and assist with data validation, system configuration testing, and post-implementation monitoring to ensure successful system changes.
• • This role requires a proactive approach to systems and data stewardship, contributing to the identification of systemic issues, recurring friction points, and opportunities for automation and simplification. You will also contribute to the documentation of system changes, user guides, and training materials for operational teams, ensuring knowledge is captured and disseminated effectively.