Lead, IT Business Analysis – Customer Solutions
Skills
About This Role
Overview
- Lead business analysis activities across customer-focused IT initiatives, including
requirements gathering
- , process analysis,
- solution assessment
- , and
- stakeholder engagement
- across multiple workstreams and delivery phases.
- Partner with business stakeholders to define customer solution requirements,
- strategic priorities
- , and transformation
- roadmaps
- , ensuring alignment with operational objectives,
- customer experience goals
- , and TQD strategy.
- Translate business needs into
- detailed functional and non-functional specifications
- while
- coordinating
- closely with architecture, development, integration, cybersecurity, and vendor teams to support successful solution design and delivery.
- Develop and support
- business cases
- throughout the full lifecycle — from opportunity identification and initiation through procurement, implementation, testing, go-live, and post-implementation value realization — including cost-benefit analysis, scope definition, and executive presentations.
- **Manage demand intake**
- , assessment, prioritization, and governance processes for customer-related technology initiatives, ensuring alignment with strategic priorities, resource capacity, budgets, and delivery timelines.
- Support alignment between customer experience objectives and IT delivery by driving
- collaboration
- between business and technology teams,
- facilitating decision-making
- ,
- resolving delivery dependencies
- , and ensuring solutions meet both business and operational needs.
- Lead the development and progression of business cases from initial problem definition and opportunity assessment through stakeholder alignment, governance approvals, procurement support, implementation, and value realization.
- Serve as Project Manager for critical customer service and customer technology initiatives, overseeing scope, timelines, stakeholder coordination, risks, delivery execution, and successful business adoption.
- Strengthen collaboration between business and IT teams by establishing effective business analysis, stakeholder engagement, and demand management practices that improve delivery quality and alignment with customer experience objectives.
Essential Requirements
- Bachelor’s degree in Information Technology or equivalent
- 6 years of relevant working experience
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