Automation Analyst, Direct-to-Consumer
HomeServe USA, Chattanooga, TN, United States
Position Overview:
As the AI Analyst, Direct to Consumer, you will execute business analysis activities for AI-powered solutions that enhance HomeServe's digital customer experience. Reporting to the Product Owner, DTC AI, your primary responsibility will be to capture evolving business needs across digital enrollment, MyAccount, and self-service capabilities-and translate them into well-defined requirements for AI and automation solutions.
You will work daily with DTC business stakeholders and technical teams including AI engineers and platform developers. This involves gathering information to model current and future state customer journeys, documenting business and system requirements, and establishing rules that enable the design of AI-powered experiences. This role requires a forward-thinking individual excited by conversational AI, personalization, and digital transformation.
The AI Analyst is expected to stay current on emerging AI technologies and innovations to drive digital transformation and deliver exceptional customer experiences. You will collaborate with other analysts within the AI team to ensure high-quality requirements are produced at pace.
Your main goal is feeding the agile scrum team with well-defined and accurately sized work to support rapid delivery of AI capabilities that increase digital enrollment completion, reduce abandonment, improve self-service adoption, and drive conversion rates.
Responsibilities: Apply knowledge of digital platforms and AI technologies for end-to-end analysis of customer journeys, identifying opportunities to improve conversion, self-service adoption, and customer satisfaction through AI-enabled solutions Work closely with DTC business stakeholders and subject matter experts to scope requirements for AI use cases across digital enrollment, MyAccount, and customer self-service Work in collaboration with the Product Owner to evaluate feature value, technical dependencies, risk, and effort to support PI and sprint planning Define and create UAT scenarios using standard methodologies (e.g., use cases, flow charts); work with business partners and technical staff to ensure testing is completed efficiently with high-quality outcomes Demonstrate understanding of conversational AI platforms, personalization engines, and digital experience tools to create detailed requirements for AI applications Act as a liaison between DTC business units, AI engineering, and platform teams to facilitate communication and knowledge transfer Maintain technical awareness of emerging AI technologies and their application to digital customer experiences Utilize business experience and skills to assess and advise on the practicability of alternatives, balancing technical constraints with operational realities Call out risks and proactively mitigate delivery blockers Essential Functions:
Essential Job Function
% of Time on Function
Defining AI solution requirements
35%
Managing the AI demand pipeline
20%
Collaborating with business and technical teams
30%
Evaluating customer journeys and processes
15%
Total
100%
Job Requirements:
Bachelor's degree or equivalent experience preferred Experience in Business Analysis methodologies and deliverables such as: Business Process Management (BPM), requirements solicitation and documentation (JAD/JAR), use cases, ROI analysis, and business case development Familiarity with AI/ML concepts, including conversational AI, personalization, or intelligent automation Understanding of digital customer experiences, e-commerce platforms, or self-service applications preferred Strong relationship management and client-facing skills Analytical, interpersonal, and presentation skills Dynamic individual with ability to manage multiple initiatives with short timeframes Experience with Agile methodologies and tools (Jira, Confluence) preferred Experience with SQL or data analysis tools is a plus CCBA certification or similar is highly regarded Familiarity with HomeServe's market, competitive landscape, and customer needs is considered an advantage
Minimum Physical Requirements:
The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.
This job description is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
Salary Range (Norwalk, CT): $101,150.69 - $134,867.58
Salary Range (Chattanooga, TN): $82,759.65 - $110,346.20
Annual Bonus Potential: 10%
HomeServe USA is an equal opportunity employer.
#HUSA #LI-NM1 #LI-ONSITE
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
As the AI Analyst, Direct to Consumer, you will execute business analysis activities for AI-powered solutions that enhance HomeServe's digital customer experience. Reporting to the Product Owner, DTC AI, your primary responsibility will be to capture evolving business needs across digital enrollment, MyAccount, and self-service capabilities-and translate them into well-defined requirements for AI and automation solutions.
You will work daily with DTC business stakeholders and technical teams including AI engineers and platform developers. This involves gathering information to model current and future state customer journeys, documenting business and system requirements, and establishing rules that enable the design of AI-powered experiences. This role requires a forward-thinking individual excited by conversational AI, personalization, and digital transformation.
The AI Analyst is expected to stay current on emerging AI technologies and innovations to drive digital transformation and deliver exceptional customer experiences. You will collaborate with other analysts within the AI team to ensure high-quality requirements are produced at pace.
Your main goal is feeding the agile scrum team with well-defined and accurately sized work to support rapid delivery of AI capabilities that increase digital enrollment completion, reduce abandonment, improve self-service adoption, and drive conversion rates.
Responsibilities: Apply knowledge of digital platforms and AI technologies for end-to-end analysis of customer journeys, identifying opportunities to improve conversion, self-service adoption, and customer satisfaction through AI-enabled solutions Work closely with DTC business stakeholders and subject matter experts to scope requirements for AI use cases across digital enrollment, MyAccount, and customer self-service Work in collaboration with the Product Owner to evaluate feature value, technical dependencies, risk, and effort to support PI and sprint planning Define and create UAT scenarios using standard methodologies (e.g., use cases, flow charts); work with business partners and technical staff to ensure testing is completed efficiently with high-quality outcomes Demonstrate understanding of conversational AI platforms, personalization engines, and digital experience tools to create detailed requirements for AI applications Act as a liaison between DTC business units, AI engineering, and platform teams to facilitate communication and knowledge transfer Maintain technical awareness of emerging AI technologies and their application to digital customer experiences Utilize business experience and skills to assess and advise on the practicability of alternatives, balancing technical constraints with operational realities Call out risks and proactively mitigate delivery blockers Essential Functions:
Essential Job Function
% of Time on Function
Defining AI solution requirements
35%
Managing the AI demand pipeline
20%
Collaborating with business and technical teams
30%
Evaluating customer journeys and processes
15%
Total
100%
Job Requirements:
Bachelor's degree or equivalent experience preferred Experience in Business Analysis methodologies and deliverables such as: Business Process Management (BPM), requirements solicitation and documentation (JAD/JAR), use cases, ROI analysis, and business case development Familiarity with AI/ML concepts, including conversational AI, personalization, or intelligent automation Understanding of digital customer experiences, e-commerce platforms, or self-service applications preferred Strong relationship management and client-facing skills Analytical, interpersonal, and presentation skills Dynamic individual with ability to manage multiple initiatives with short timeframes Experience with Agile methodologies and tools (Jira, Confluence) preferred Experience with SQL or data analysis tools is a plus CCBA certification or similar is highly regarded Familiarity with HomeServe's market, competitive landscape, and customer needs is considered an advantage
Minimum Physical Requirements:
The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.
This job description is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
Salary Range (Norwalk, CT): $101,150.69 - $134,867.58
Salary Range (Chattanooga, TN): $82,759.65 - $110,346.20
Annual Bonus Potential: 10%
HomeServe USA is an equal opportunity employer.
#HUSA #LI-NM1 #LI-ONSITE
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.