Business Systems Analyst/ Consultant (Service AI)

Help shape the future of customer service within Retail Solutions Service.

As a Business Systems Analyst or Business Systems Consultant supporting our Service AI efforts, you'll work at the intersection of business and technology to help design, test, deliver, and continuously improve AI-enabled experiences. You'll partner with business stakeholders, Product Owners, engineers, and cross-functional teams to translate customer and business needs into solutions that deliver meaningful outcomes.

Our Service AI team operates with a test-and-learn mindset, leveraging customer feedback, experimentation, analytics, and continuous improvement to enhance customer and associate experiences. We're looking for someone who is curious, adaptable, collaborative, and comfortable navigating ambiguity while helping turn emerging technologies into practical business solutions.

WHAT WE CAN OFFER YOU:

• Estimated Salary (Levels have variable responsibilities and qualifications):
  
  • Business Systems Analyst I: $25.50-32.00 hourly, plus annual bonus opportunity.
  • Business Systems Analyst II: $59,000 - $76,000, plus annual bonus opportunity.
  • Business Systems Analyst III: $68,000 - $87,500, plus annual bonus opportunity.
  • Business Systems Consultant I: $75,500 - $97,000, plus annual bonus opportunity.
  • Business Systems Consultant II: $86,000 - $114,000, plus annual bonus opportunity.
  • Business Systems Consultant III: $99,000-133,500, plus annual bonus opportunity.
• 401(k) plan with a 2% company contribution and 6% company match.
• Work-life balance with vacation, personal time and paid holidays. See our benefits and perks page for details.
• Applicants for this position must not now, nor at any point in the future, require sponsorship for employment.

WHAT YOU'LL DO:

• Partner with business and technology teams to translate customer and business needs into requirements, user stories, process flows, test scenarios, and actionable solutions.
• Collaborate with Product Owners, engineers, architects, operations teams, and other stakeholders to design, deliver, and continuously enhance AI-enabled service experiences.
• Lead and support testing, validation, quality assurance, automated testing, and performance measurement efforts to ensure successful solution delivery.
• Analyze customer journeys, business processes, operational insights, and feedback to identify opportunities to improve experiences, increase efficiency, and drive business value.
• Apply a test-and-learn mindset by leveraging customer feedback, experimentation, analytics, testing results, and production insights to refine and optimize solutions.
• Partner across business, technology, service, and risk management teams to ensure solutions align with customer needs, operational readiness, business objectives, and regulatory requirements.

WHAT YOU’LL BRING:

• Strong analytical, problem-solving, and critical-thinking skills with the ability to navigate ambiguity and develop practical solutions to complex business challenges.
• Ability to balance customer, business, technology, and risk considerations while effectively communicating with technical and non-technical stakeholders.
• Experience gathering requirements, documenting business processes, creating test scenarios, and supporting the successful delivery of business and technology initiatives.
• Strong quality mindset with experience supporting testing, validation, continuous improvement, and measuring solution effectiveness.
• Curiosity, adaptability, and a willingness to learn and apply emerging technologies, including AI, generative AI, conversational AI, and automation.
• Strong communication, facilitation, stakeholder management, and business acumen skills, with insurance industry knowledge or experience in financial services considered a strong advantage.
• You promote a collaborative culture, value different ideas and opinions, and listen courageously, remaining curious in all that you do.
• Able to work remotely with access to a high-speed internet connection and located in the United States.

PREFERRED:

• Familiarity with AI, generative AI, conversational AI, automation, digital transformation, or other emerging technology initiatives.
• Strong ability to gather requirements, analyze business processes, and translate customer and business needs into actionable solutions.
• Background in software testing, test automation, AI-enabled tools, and iterative test-and-learn approaches that drive quality, efficiency, scalability, and business outcomes.

We value unique experience, skills, and passion for innovation. If your experience aligns with the listed requirements, please apply!

If you have questions about your application or the hiring process, email our Talent Acquisition area at . Please allow at least one week from time of applying if you are checking on the status.

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Salary: C21-26 | Pay Scale: CRP C24 - Annual