Integrated CX BA & Strategy -Senior Associate

The Opportunity

Core Role Responsibilities

• Lead CX strategy and business analysis workstreams from discovery through requirements, prioritization, implementation support, and business readiness.
• Structure ambiguous customer and business problems into insights, recommendations, experience concepts, requirements, process models, and priorities.
• Facilitate senior stakeholder discussions, workshops, and decision-making sessions.
• Own the quality and consistency of client deliverables and drive requirements, scope, MVP, risk, and dependency decisions.
• Coordinate across business, product, design, architecture, data, technology, and delivery teams.
• Guide implementation and business-readiness activities through testing, release, adoption, and optimization.
• Guide Associates and peers in strategy methods and deliverables.

Required Experience and Capabilities

• Relevant experience in customer experience strategy, service design, digital transformation, product delivery, or business analysis within consulting or global delivery.
• Knowledge of customer experience frameworks, human-centered design, journey mapping, service blueprinting, operating models, governance, and experience measurement.
• Experience with discovery workshops, stakeholder interviews, qualitative or quantitative research, and current-state assessments.
• Strong business analysis capabilities covering requirements elicitation, process decomposition, functional analysis, traceability, prioritization, and solution validation.
• Experience translating research, business objectives, operational needs, and technology constraints into actionable requirements.
• Familiarity with digital experience ecosystems including CRM, portals, commerce, marketing technology, contact centers, service management, identity, data, analytics, and integrations.
• Working knowledge of Agile practices, epics, features, user stories, acceptance criteria, functional specifications, backlog refinement, and release prioritization.
• Strong analytical thinking, synthesis, problem-solving, facilitation, and executive communication skills.

What You Must Have

• Bachelor's degree and/or MBA in Sales, Marketing, Strategy, or Analytics from a premier business school.
• 5 to 8 years of experience.
• Oral and written proficiency in English.
• Ability to lead CX strategy and business analysis workstreams, client workshops, requirements prioritization, implementation support, and business readiness.
• Ability to structure complex problems, guide senior stakeholder decisions, own deliverable quality, and manage risks and dependencies.

CX Strategy and Experience Design

• Plan and conduct interviews, discovery workshops, customer research, and co-creation sessions.
• Create insights, personas, journey maps, experience principles, opportunity areas, service blueprints, ecosystem maps, and future-state experience visions.
• Develop CX strategies, capability roadmaps, MVP recommendations, and phased transformation plans.
• Apply research, customer insights, analytics, and experience trends to identify opportunities and recommendations.
• Use UX design, user-centered design, research, user testing, visual communication, and conceptual prototypes where appropriate.
• Leverage generative AI tools and AI-assisted workflows to accelerate research synthesis, insight generation, persona development, and storytelling.

Business Process and Requirements Design

• Lead stakeholder engagement, discovery workshops, requirements elicitation, process walkthroughs, and collaborative design sessions.
• Assess current-state people, process, technology, data, and governance, then define future-state processes and capability roadmaps.
• Develop journeys, service blueprints, experience flows, process maps, ecosystem maps, use cases, personas, and related artifacts.
• Document business processes, business rules, functional requirements, data needs, assumptions, dependencies, risks, controls, and decision points.
• Translate customer insights and business needs into epics, features, user stories, acceptance criteria, functional specifications, and solution notes.
• Lead fit-gap analysis, impact assessments, option analysis, prioritization, MVP definition, roadmap development, and scope management.
• Maintain traceability from customer insights and business objectives through requirements, design, development, testing, and release.

Implementation and Delivery Support

• Perform Business Analyst, Functional Consultant, Product Owner, or Project Management responsibilities across CX, CRM, service, commerce, portal, and digital transformation implementations.
• Collaborate with product owners, UX designers, architects, developers, data teams, platform specialists, testing teams, and delivery leads.
• Review wireframes, prototypes, workflows, data requirements, integration considerations, and functional designs for alignment with customer journeys and business requirements.

Preferred Skills

• Experience creating service blueprints, ecosystem maps, future-state experience visions, transformation plans, and strategic frameworks.
• Experience with qualitative and quantitative research methods, interviews, surveys, journey mapping, workshops, and user testing.
• Ability to communicate ideas visually through low-fidelity wireframes, workflows, sketches, or conceptual prototypes.
• Passion for customer experience strategy, experience innovation, UX, design, and solving complex user and business challenges.
• Ability to work collaboratively in fast-paced, cross-functional, client-facing environments.