Business Analyst

Description:
On-site in Stamford, CT

Our client seeks a Business Analyst focused on customer experience and digital servicing to support a Chat Messaging Product Team. The role will define and document BRDs for chat enhancements, align customer needs with product goals and technology, and collaborate with product managers, designers, developers, and vendors to optimize chat flows, improve interactions, and drive efficiency in digital servicing.

Due to client requirements, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Rate: $45.00 to $50.00/hr. w2

JN -10

Responsibilities:

• Develop and own BRDs to define chat product enhancements, customer experience improvements, and digital engagement strategies.
• Partner with product managers, UX/UI designers, developers, and chat vendors to ensure seamless implementation of chat solutions.
• Analyze chat performance data, customer interactions, and pain points to identify improvement opportunities.
• Translate customer needs into actionable business and functional requirements with use cases, process flows, and user stories.
• Collaborate with data and analytics teams to define and track KPIs such as containment rate, deflection, CSAT, and chat adoption.
• Ensure requirements align with customer expectations, operational feasibility, and business goals.
• Conduct pre- and post-deployment user testing to validate enhancements and identify issues.
• Facilitate stakeholder discussions to ensure transparency, alignment, and prioritization of chat initiatives.
• Document and maintain process improvements to streamline chat interactions and agent handoff experiences.

Experience Requirements:

• 3 to 5+ years 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.
• Understanding of chat platforms, AI-powered chatbots, and digital self-service solutions.
• Experience with JIRA, Confluence, Microsoft Visio, and BA documentation tools.
• Familiarity with Agile and Scrum methodologies.
• Knowledge of customer experience best practices and UX principles.
• Strong analytical, communication, and stakeholder management skills.
• Preferred: experience in telecommunications or digital customer support.
• Preferred: understanding of APIs, web services, and conversational AI.
• Preferred: experience with AI-driven chat optimization and automation.

Recruitment Transparency Notice



Eliassen Group values transparency in our recruitment practices. Please be advised that Eliassen Group utilizes artificial intelligence (AI) tools as part of its initial application screening and hiring process. You may receive email and SMS notifications from the Eliassen Virtual Recruiting Team (, ) inviting you to complete a brief voice screening as part of your application process. These tools assist our hiring teams in different ways, including but not limited to, assistance in reviewing application materials to help identify candidates whose qualifications most closely match the requirements of the position. All AI-assisted evaluations and responses are reviewed by human recruiters before any hiring decisions are made. The use of AI in our process is intended to support fairness, efficiency, and consistency, and Eliassen Group takes measures to prevent bias or discrimination in connection with its hiring practices. By proceeding, you acknowledge, agree, and consent to Eliassen Group's use of these tools, including AI tools, as part of the application and hiring process.

Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.

W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.
If anyone reaches out to you about an open position connected with Eliassen Group, please ensure that you are working directly with us by confirming the following:

When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.

Eliassen Group will never ask you for personal information (home address, bank account, or check routing number) until you have worked with someone clearly associated with Eliassen Group.

If you have any indication of fraudulent activity, please contact .

About Eliassen Group:

Eliassen Group is a strategic consulting firm that helps organizations reach further and achieve more through our technology, business advisory, and life sciences solutions. For nearly 40 years, we have combined exceptional people, deep domain expertise, and intelligent capabilities to expand our clients' capacity and accelerate meaningful outcomes. We are driven by a purpose to positively impact the lives of our employees, clients, consultants, and the communities we serve.

Eliassen is committed to building a diverse and inclusive team from a variety of backgrounds, perspectives, and skills. We are an Equal Opportunity and Affirmative Action Employer and all employment decisions are based on merit, performance, and business needs. Eliassen does not discriminate on the basis of race, color, gender identity or expression, sexual preference or orientation, sex (including pregnancy, childbirth, and related medical conditions), marital status, creed, religion, physical or mental disability, genetic information, military or veteran status, age, ancestry, national origin, citizenship status, prohibited criminal record inquiries of applicants and employees, or any other category protected by federal, state, or local laws.

Don't miss out on our referral program! If we hire a candidate that you refer us to then you can be eligible for a $1,000 referral check!