Business Analyst – Hybrid in Charlotte, NC

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Job Overview

The Business Systems Analyst II will act as a key partner in shaping and delivering customer communications experiences. This role functions as a product owner for customer communications, driving strategy, roadmap, backlog, and execution across multiple communication channels. The ideal candidate has strong business analysis skills, experience working with cross-functional teams, and a data-driven mindset focused on improving customer engagement and experience.

Key Responsibilities

• Act as a Product Owner by defining and communicating a clear product vision and strategy for customer communications aligned with overall business objectives.
• Own the customer communications experience, including roadmap planning, backlog management, and feature prioritization.
• Collaborate with development, design/content, marketing, customer support, and other stakeholders to design and implement scalable, efficient, and personalized communications.
• Partner with cross-functional teams to test and iterate on message timing, delivery channels, and content to improve engagement and performance metrics.
• Work closely with development teams to deliver effective customer communication solutions.
• Analyze interdependencies, business risks, and mitigation strategies related to the delivery of new products and services.
• Drive A/B testing and experimentation to optimize communication strategies and messaging effectiveness.
• Monitor and analyze performance metrics such as churn impact, call volume, opt-outs, and engagement, making data-driven decisions.
• Manage and oversee customer communications across multiple channels, including email, SMS, RCS, push notifications, and related platforms.
• Create documentation, prepare presentations, and communicate insights and recommendations to stakeholders.

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