Strategic Business Analyst

Empower Pharmacy is a visionary healthcare company dedicated to making quality, affordable medication accessible to millions of patients nationwide. The Strategic Business Analyst drives measurable improvements across customer service operations, focusing on optimizing workflows, customer journeys, and enhancing service outcomes in a high-growth environment.

Responsibilities:

• Lead business discovery workshops to document current-state workflows, contact drivers, and pain points across voice and digital channels
• Analyze and optimize workflows and customer journeys across phone, chat, email, and self-service, including escalation and transfer workflows
• Define and prioritize use cases for customer experience improvements, self-service, and workflow automation; maintain a business-owned enhancement backlog
• Use interaction analytics insights (themes/contact reasons, transcription outputs, sentiment signals where available) to identify improvement opportunities and measure impact
• Develop and maintain KPI definitions, dashboards, and reporting to monitor performance (e.g., AHT, ACW, deflection/containment, FCR/CSAT, backlog health, cycle time)
• Identify drivers of service issues and recommend solutions using appropriate tools
• Elicit, document, and manage business requirements and acceptance criteria (BRDs/FRDs, user stories, process flows) for contact center platform, CRM, and case-management enhancements
• Build test cases aligned to acceptance criteria; validate end-to-end workflows and document defects and risks
• Partner with IT, Product, and vendors on data/integration discovery by translating operational needs into functional requirements, field mappings, and test scenarios
• Provide day-to-day functional support for contact center applications by triaging user issues, documenting defects/enhancement requests, and coordinating resolution with IT and vendors
• Coordinate knowledge/content governance for agent guidance and self-service experiences (e.g., knowledge article standards, taxonomy, review cadence, feedback loops) as required by AI enablement tools

Requirements:

• 5+ years of experience as a Business Analyst supporting customer service, contact center, or service operations
• Proficiency with data analysis and visualization tools (Excel plus one of: SQL, Power BI, Tableau)
• Experience leading discovery sessions and documenting requirements and process artifacts (BRDs/FRDs, user stories, acceptance criteria, process flows, SOPs)
• Working knowledge of process mapping/workflow design tools (Visio, Lucidchart, or similar)
• Experience collaborating with cross-functional teams (Operations, Product, IT/Engineering, CX) and external vendors
• Strong written and verbal communication skills; able to explain technical concepts to non-technical audiences
• Ability to manage multiple priorities in a fast-paced implementation environment
• Strong systems thinking with the ability to optimize workflows in regulated 503A/503B environments
• Experience analyzing customer service/contact center operations (voice, chat, email, and self-service)
• Workshop facilitation for discovery, use cases, and requirements alignment
• Workflow analysis, process optimization, and automation opportunity assessment
• Customer journey mapping, service design, and handoff/transfer workflow design
• Requirements elicitation and documentation (BRDs/FRDs, user stories, acceptance criteria, process flows, SOPs)
• experience with contact center platforms and analytics tooling (e.g., NICE CXone)