Senior Business Analyst, NA Contact Center

JOB DESCRIPTION

Position Overview:

Chubb NA Contact Center Shared Services supports insurance operations across Chubb's North American business divisions, with a focus on delivering exceptional customer experiences, operational efficiency, and innovative technology solutions.

The team partners with Engineering, Technology, and Business stakeholders to define, design, and implement strategic contact center technology solutions and operational improvements.

As a Senior Business Analyst, you will serve as a contact center subject matter expert and trusted business consultant, partnering with stakeholders to understand business needs, identify opportunities for improvement, and deliver effective technology solutions.

This role requires strong analytical, problem-solving, and communication skills, along with the ability to independently manage multiple initiatives from discovery through implementation.

Responsibilities:


* Serve as a contact center subject matter expert, providing consultation and recommendations on technology capabilities, operational processes, and industry best practices.


* Partner with business stakeholders to understand objectives, identify challenges, and recommend solutions that improve customer experience and operational efficiency.


* Lead requirements-gathering sessions and translate business needs into detailed functional requirements, user stories, and acceptance criteria.


* Develop and maintain call flow diagrams, IVR flows, process maps, and other solution documentation using Microsoft Visio or comparable tools.


* Collaborate with stakeholders to evaluate current-state processes, map customer journeys, and design future-state experiences that reduce friction and improve customer and agent interactions.


* Promote consistency and standardization across contact center solutions, ensuring alignment with established design standards, enterprise strategies, and shared technology capabilities.


* Manage and prioritize assigned project backlogs while balancing business priorities, technical dependencies, and strategic objectives.


* Partner with IT, Infrastructure, and Business stakeholders throughout solution design, development, testing, and implementation.


* Participate in Agile ceremonies, including backlog refinement, sprint planning, and reviews.


* Develop and execute UAT test scenarios and scripts, manage defects, and validate solutions against business requirements.


* Proactively identify risks, dependencies, and potential challenges while communicating project status and recommendations to stakeholders and senior leadership.


* Support production implementations, including off-hours release activities, validation, and post-implementation support as needed.

QUALIFICATIONS

Skills Required:


* 5+ years of contact center operations, technology, or business analysis experience.


* Strong analytical, critical-thinking, and problem-solving skills with the...