Position: Business Analyst – Agentic AI & Automation, Chat Customer Experience
Functional Role: Hands-On Product Owner / Business Analyst – Digital Servicing and Customer Experience
Location: Stamford, Connecticut
Work Arrangement: 100% Onsite
Start Date: Immediate Availability Required
Background Check: Mandatory
Core Capabilities: Product Requirements Documents (PRDs), SQL, Customer Journey Analysis, Agentic AI, AI-Assisted Automation, Python, APIs, Agile Delivery, Product Analytics
Overview
The Business Analyst – Agentic AI & Automation will support the discovery, definition, development, and delivery of intelligent automation and agentic AI capabilities for Digital Servicing and Customer Experience, with an emphasis on customer chat and service interactions.
This is a hands-on, analytically driven product role requiring the ability to move independently from identifying a business problem to defining product requirements, validating opportunities with operational data, and developing practical AI-assisted solutions.
The individual will create comprehensive Product Requirements Documents (PRDs), translate business needs into customer journeys and development-ready user stories, analyze customer interaction data, and define measurable business outcomes. The role also requires hands-on automation capabilities using approved AI-assisted coding tools, SQL, Python, APIs, or similar technologies.
Working with engineering, architecture, product, and business stakeholders, the individual will help define agentic workflows, including integration requirements, tool execution, fallback handling, human escalation, testing, and operational evaluation.
Success will be measured by the quality and completeness of product requirements, accuracy of business analysis, effectiveness of delivered automations, and demonstrated improvements in customer experience or operational efficiency.
Purpose:
Help transform digital customer servicing by identifying friction in customer interactions and translating those problems into intelligent, measurable solutions. Your work will connect customer needs, operational data, product design, and emerging agentic AI capabilities to improve how customers receive assistance and how servicing teams operate.
Objectives