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Title: Business Analyst - Senior
Location: Columbus, OH 43215
Duration: 12 months
Customer Transformation supports multi-year effort to modernize customer experience through changes to process, technology, and ways of working. This role partners with business leaders, SMEs, IT, and vendors to define future-state processes, validate requirements, streamline workflows, and assess organizational impacts. The role helps design scalable, customer-centered solutions while supporting stakeholder engagement and readiness for testing, adoption, and rollout, including the ability to develop test scenarios, support user acceptance testing, identify and document defects, and validate that solutions meet business requirements and customer needs.
This position is ideal for individuals who thrive in fast-paced, complex project environments; are passionate about driving meaningful change, improving the customer’s experience, and enabling employees with modern tools and ways of working; and are comfortable working with new technology. Successful candidates should be self-initiators who can work with minimal direction, embrace change, and are willing to travel as needed to support program needs.
This specific opening is for Customer Solutions: Customer Experience and Insights, Products and Services, and Digital Channels, including web self-service, mobile app and chatbot.
Selection Criteria
Required qualifications:

• Demonstrated ability to understand and discuss technical concepts and digital operations
• Strong analytical, troubleshooting, and problem-solving skills
• Ability to work with cross-functional teams in a fast-paced environment
• Excellent written and verbal communication skills
• Proficiency with Microsoft Excel, Word, Visio, and PowerPoint
• Digital customer platform experience (managing customer-facing platforms including websites, chatbots, alerts programs, or mobile applications)

 
Preferred

• A passion for improving customer experiences in digital technology
• Experience managing customer-facing software solutions
• Project Management experience
• Experience with the utility or energy industry preferred

 
Proficiency & Competency Level Definitions
Confidence
Displays strong belief in self and team’s abilities
Strategic Thinking
Anticipates future trends, assesses complex situations and pulls forward relevant best practices to influence decisions and direction
Continuous Improvement
Challenges the way we've always done something to look for a better way and drive standardization across the enterprise
Inspiration
Sets a positive & clear vision that motivates others to want to perform at their best; holds a transformation mindset for self and others
Resilience / Grit
Digs deep and displays determination for success; sustains positive energy under pressure and copes with disruptive changes productively
Decision Making
Makes and communicates clear, timely decisions, even amid ambiguity or uncertainty
Accountability / Results Focus
Keeps commitments and holds others to their commitments; drives for desired outcomes; acts with urgency
Communication
Delivers succinct communications & drives effective meetings
Team Development
Builds & sustains high-performing teams by fostering collaboration, feedback, and continuous improvement; ensures individual goals are aligned with team goals
Responsibilities:
Principal Duties and Responsibilities

• Facilitates Customer Transformation program implementation of the product roadmap of omni-channel Digital experiences (web, mobile app and chatbot) to deliver a best-in-class customer experience across all company websites
• Develops and manages business requirements and project plans in collaboration with Customer Transformation Service Integration partners and Digital Vendors
• Provides strategic insight around delivering innovative, reliable and efficient customer experiences to leadership and business partners
• Improves self-service customer capabilities across all customer-facing websites
• Writes and executes user acceptance test scripts to ensure functionality and quality of any web development meet the business requirements set on a project-by-project basis
• Coordinates and executes website testing as needed during and after deployments of enhancements