Business Analyst

Overview

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

About the Job

The Business Analyst plays a key role in enhancing customer interaction experiences and operational efficiency. This position focuses on analyzing user behavior, optimizing interaction flows, and supporting the design and continuous improvement of automated, user-facing solutions.

The role bridges business needs with technical execution, ensuring solutions are intuitive, scalable, and aligned with user expectations. Through close collaboration with cross-functional teams, the Business Analyst drives improvements in user journeys, system performance, and overall experience outcomes, particularly in digital and interaction-driven environments.

As a Business Analyst, You Will…

• Gather and analyze business and user interaction requirements, translating them into clear functional specifications.
• Map and document end-to-end user journeys, identifying opportunities for optimization and automation.
• Analyze user inputs, behaviors, and patterns to identify trends, gaps, and opportunities for improvement.
• Collaborate with cross-functional teams to design and refine interaction flows and decision logic.
• Support the development and enhancement of automated workflows and customer interaction processes.
• Monitor performance metrics and continuously iterate on solutions to improve accuracy, efficiency, and user satisfaction.
• Conduct root cause analysis on experience gaps and recommend data-driven improvements.
• Facilitate workshops and discovery sessions to align on requirements, flows, and expected outcomes.
• Track project progress, communicate updates, and ensure alignment on timelines and deliverables.
• Develop test scenarios and validate solutions to ensure they meet business and user requirements.
• Document processes, flows, and logic clearly and in a structured manner for stakeholders.
• Communicate risks, issues, and insights to stakeholders and leadership.

As a Business Analyst, You Have…

• A Degree or Diploma in Business Administration, Information Systems, Engineering, Computer Science, or a related field.
• 1.5 – 3 years of experience in business analysis, process optimization, or experience-focused roles.
• Experience analyzing user behavior, interaction patterns, or customer journeys.
• Strong experience gathering and documenting functional and user-centric requirements.
• Experience with CRM or customer interaction platforms (e.g., Zendesk, Salesforce, or similar tools).
• Familiarity with workflow automation, decision trees, or rule-based systems is an asset.
• Strong analytical mindset with the ability to interpret data and translate insights into actionable improvements.
• Experience with process mapping, journey mapping, and root cause analysis.
• Understanding of testing methodologies, including scenario creation and validation of expected outcomes.
• Strong communication skills with the ability to facilitate workshops and explain complex concepts clearly.
• Proficiency in Excel/Google Sheets and data analysis techniques.
• Close attention to detail, especially in documenting flows, logic, and requirements.
• Ability to manage multiple priorities in a fast-paced, evolving environment.
• A collaborative mindset with strong problem-solving and critical thinking skills.