Business Analyst
Stamford, CT
Category: Business Analysis
Industry: Communications
Reference ID: JN -092026-108510
Date Posted: 09/07/2026
Shortcut: http://careers.eliassen.com/vdyduV
Description:
On-site in Stamford, CT
Our client seeks a Business Analyst focused on customer experience and digital servicing to support a Chat Messaging Product Team. The role will define and document BRDs for chat enhancements, align customer needs with product goals and technology, and collaborate with product managers, designers, developers, and vendors to optimize chat flows, improve interactions, and drive efficiency in digital servicing.
Due to client requirements, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.
Rate: $45.00 to $50.00/hr. w2
JN -092026-108510
Responsibilities:
- Develop and own BRDs to define chat product enhancements, customer experience improvements, and digital engagement strategies.
- Partner with product managers, UX/UI designers, developers, and chat vendors to ensure seamless implementation of chat solutions.
- Analyze chat performance data, customer interactions, and pain points to identify improvement opportunities.
- Translate customer needs into actionable business and functional requirements with use cases, process flows, and user stories.
- Collaborate with data and analytics teams to define and track KPIs such as containment rate, deflection, CSAT, and chat adoption.
- Ensure requirements align with customer expectations, operational feasibility, and business goals.
- Conduct pre- and post-deployment user testing to validate enhancements and identify issues.
- Facilitate stakeholder discussions to ensure transparency, alignment, and prioritization of chat initiatives.
- Document and maintain process improvements to streamline chat interactions and agent handoff experiences.
Experience Requirements:
- 3 to 5+ years as a Business Analyst in digital servicing, chat, or customer experience.
- Proven ability to create BRDs, user stories, use cases, and process flows for customer-facing products.
- Understanding of chat platforms, AI-powered chatbots, and digital self-service solutions.
- Experience with JIRA, Confluence, Microsoft Visio, and BA documentation tools.
- Familiarity with Agile and Scrum methodologies.
- Knowledge of customer experience best practices and UX principles.
- Strong analytical, communication, and stakeholder management skills.
- Preferred: experience in telecommunications or digital customer support.
- Preferred: understanding of APIs, web services, and conversational AI.
- Preferred: experience with AI-driven chat optimization and automation.
Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.
W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.
If anyone reaches out to you about an open position connected with Eliassen Group, please ensure that you are working directly with us by confirming the following:
· When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.
· Eliassen Group will never ask you for personal information (home address, bank account, or check routing number) until you have worked with someone clearly associated with Eliassen Group.
If you have any indication of fraudulent activity, please contact fraud@eliassen.com.
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Eliassen Group is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. Eliassen Group’s Affirmative Action Plan (AAP) is available for inspection by any employee or applicant for employment upon request, during normal business hours of Monday through Friday, 8:30am to 5:30pm EST. Interested persons should contact Phaedra Wells at pwells@eliassen.com for assistance. It is unlawful in Massachusetts and Maryland to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Applicants with disabilities that believe they require an accommodation or assistance with a position, please email our HR team at hradmin@eliassen.com. This email inbox is designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Emails sent for other purposes will not receive a response.
Please be advised that a number of fraudulent job postings have been released under the Eliassen Group brand.
Unfortunately, fraudulent job postings can happen. If anyone reaches out to you about an open position connected with Eliassen Group, never provide personal or financial information to anyone who is not clearly associated with Eliassen Group
If anyone seemingly from Eliassen Group has ever requested this personal information in the past or does so in the future, please contact fraud@eliassen.com.
Please ensure that you are working directly with us by confirming the following:
- When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.
- Eliassen Group will never ask you for personal information (home address, bank account, or check routing number) until you have worked with someone clearly associated with Eliassen Group, as indicated above