Business Analyst, Voice of Customer & Retail Experience

Job Summary
Gathers requirements using a variety of techniques, including observation, interviews, surveys, questionnaires, and conducting focus groups. Analyzes, classifies and documents project scope and business requirements, and identifies and clarifies functional requirements using conceptual and logical processes. Serves as a bridge/translator between various teams, including the business, operations, IT, and external vendors. Works collaboratively with design, development, QA, and production support staff to ensure business and functional requirements are properly documented, tested, piloted and executed. Identifies operational issues and recommends strategies to solve problems.

Job Responsibilities

Gathers and documents client requirements; helps identify desired results and provides an understanding of the opportunity or problem.

Reviews high level test plans, business and system requirements based on quality assurance plans.

Gathers and documents functional requirements from business requirements, including page specs and use cases where needed.

Assists in scope definition and managing initiatives from definition through implementation, providing necessary updates and communications to stakeholders.

Provides basic end-user support in post-deployment phases, and supports the assessment and evaluation feedback process to ensure that the requirements necessary to correct issues are addressed.

Understands and identifies the correct resources to help define and validate both requirements and specifications.

Helps identify opportunities for improving efficiency of application portfolio and associated business processes.

Interfaces with stakeholders to answer routine application and requirements questions. Escalates the more complex questions, but follows up for resolution.

Works with business owners and operations to review suggestions, system enhancements and production issues.

Basic Qualifications

Bachelor's Degree or High School Diploma/GED and at least 3 years of experience in retail or mail pharmacy.

Ability to elicit requirements from business owners through a variety of methods and to document requirements clearly and concisely for stakeholders.

Ability to identify qualitative and quantitative indicators for success.

Experience with requirements specification and development: process/functional requirements definition methods, JAD/RAD sessions, use case development, and process flow diagrams.

Outstanding written and verbal communication skills.

Excellent presentation skills.

Preferred Qualifications

2+ years analyzing customer journeys to identify improvement opportunities, satisfaction drivers, and customer pain points.

2+ years managing Voice of the Customer (VOC) and quantitative marketing research programs, including survey design, QA/testing, data collection, analysis, and reporting.

2+ years using customer feedback platforms such as Medallia, Qualtrics, InMoment, or Forsta to collect, analyze, and report customer insights.

2+ years performing text analytics to identify customer sentiment, themes, and trends from unstructured feedback.

Intermediate Excel skills, including data cleaning, manipulation, and analysis using VLOOKUPs, Pivot Tables, and conditional formatting to manage large datasets.

Experience establishing & maintaining relationships with individuals at all levels of the organization, in the business community & with vendors.

We will consider employment of qualified applicants with arrest and conviction records.

Salary Range:

$63100 - $101200 / Salaried

#J-18808-Ljbffr