[Hiring] Business Analyst, Customer Experience @Amplify

Role Description

As a Business Analyst for Customer Experience Systems, this role combines analytical expertise with cross-functional collaboration, supporting systems enhancements and strategic initiatives across Customer Experience sub-teams including Professional Development, Customer Success, and Technical Onboarding. The position requires exceptional ability to translate business requirements into technical specifications while facilitating stakeholder alignment and project execution. Reporting to the Business Systems Lead, this role serves as a critical bridge between business needs and technical solutions, ensuring consistent and efficient delivery of system enhancements aligned with strategic business outcomes.

Essential Responsibilities

• Requirements Analysis & Documentation (35%)
  • Supports end-to-end requirements lifecycle from initial articulation through validation and final signoff under guidance of Business Systems Lead.
  • Implements standardized requirements frameworks including business problem definition, end-user needs analysis, process mapping, workflow documentation, and acceptance criteria development.
  • Facilitates solution discovery sessions with business and technical stakeholders to ensure shared understanding of project objectives and constraints.
  • Validates prototypes and early builds against business requirements, providing feedback to development teams and ensuring alignment before implementation.
  • Documents edge cases, assumptions, and dependencies to reduce rework and misinterpretation during development cycles.
• Stakeholder Coordination & Communication (25%)
  • Acts as liaison between Customer Experience sub-teams and Business Systems & Data organizations to facilitate clear communication and decision-making.
  • Synthesizes complex technical and business information into concise, actionable documentation for cross-functional partners.
  • Coordinates project updates, release readiness assessments, and rollout communications across multiple stakeholder groups.
  • Anticipates potential misalignment risks and proactively addresses ambiguities before they become project blockers.
  • Supports creation and execution of communication plans for system changes, training requirements, and post-launch adoption initiatives.
• Process Mapping & Analysis (20%)
  • Develops comprehensive process maps and workflow documentation for current state and future state business processes.
  • Analyzes operational workflows within CX domains to identify inefficiencies, bottlenecks, and opportunities for system-enabled improvements.
  • Partners with Data teams to ensure reporting, dashboards, and data definitions support operational clarity and business visibility.
  • Conducts gap analysis between current capabilities and desired outcomes to inform system enhancement priorities.
  • Documents process changes and ensures knowledge transfer to operational teams for sustainable adoption.
• Project Support & Portfolio Management (15%)
  • Supports Business Systems Lead in managing portfolio of systems work including projects, enhancements, and business-as-usual activities.
  • Assists with project scoping, timeline development, and resource planning for systems initiatives across CX sub-teams.
  • Tracks project dependencies, risks, and deliverables to ensure adherence to readiness standards and quality gates.
  • Coordinates testing activities, user acceptance testing, and quality assurance processes for system implementations.
  • Maintains project documentation and status reporting to support portfolio visibility and stakeholder communication.
• Systems & Data Stewardship (5%)
  • Develops working knowledge of systems, tools, and data models within Customer Experience domains including Salesforce, Gainsight, and Tableau.
  • Supports identification of systemic issues, recurring friction points, and opportunities for automation and simplification.
  • Assists with data validation, system configuration testing, and post-implementation monitoring to ensure successful system changes.
  • Contributes to documentation of system changes, user guides, and training materials for operational teams.

Qualifications

• Bachelor's degree in Business Analytics, Information Systems, Operations Management, or related field preferred.
• 3+ years of experience in business analysis, systems analysis, or operations roles supporting cross-functional technical initiatives.
• Strong analytical and problem-solving skills with ability to synthesize disparate information and translate business needs into technical requirements.
• Experience with requirements gathering, process mapping, and solution documentation methodologies.
• Proficiency with project management tools and methodologies including scope definition, timeline management, and stakeholder coordination.
• Experience working with business systems such as Salesforce, Gainsight, Tableau, or similar enterprise platforms.

Requirements

• Demonstrated ability to facilitate stakeholder alignment and manage competing priorities across multiple business units.
• Strong attention to detail with ability to identify edge cases, dependencies, and potential risks in system implementations.
• Experience conducting process analysis and identifying opportunities for operational improvement through system enhancements.
• Ability to assess business value and operational impact of proposed solutions to support prioritization decisions.
• Understanding of business systems architecture, data flows, and integration requirements in enterprise environments.
• Experience with user acceptance testing, quality assurance processes, and system validation methodologies.
• Knowledge of data visualization tools and operational reporting requirements.
• Familiarity with Agile development methodologies and requirements engineering best practices.

Benefits

• Salary is only one component of the Amplify Total Rewards package.
• Includes a 401(k) plan, competitive health insurance and mental health options, basic life insurance, paid time off, parental leave, and access to best-in-class development programs.
• The gross salary range for this role is $75,000 - $85,000.
• This role is eligible to earn an annual discretionary bonus that rewards individual and company performance.

What Success Looks Like

• Established comprehensive understanding of Customer Experience sub-team operations and system requirements across Professional Development, Technical Services, and Customer Support domains.
• Successfully supported 5-7 system enhancement projects from requirements gathering through implementation with high-quality documentation and stakeholder satisfaction.
• Built trusted relationships with business stakeholders and technical partners resulting in streamlined communication and reduced project friction.
• Developed standardized requirements templates and process maps that improve project predictability and reduce rework cycles.
• Contributed to improved portfolio visibility and decision-making through clear documentation, status reporting, and risk identification.
• Demonstrated proficiency in Salesforce, Gainsight, and Tableau to support business system analysis and validation activities.
• Established reputation as reliable cross-functional partner who facilitates alignment and delivers high-quality analytical work.
• Supported successful system implementations that deliver measurable business value and operational improvements.