Business Analyst

Position:
Customer Operations Specialist

Location:

Centennial, CO

Duration: 6 months

This contractor will support client's post‑conversion customer experience operations by managing complaint routing, monitoring TD performance, and acting as an intermediary between client store teams and TD for high‑touch customer needs. The role ensures customer satisfaction expectations are upheld, escalations are handled appropriately, and operational processes between Nordstrom and TD run smoothly.

This role is responsible for execution with high accuracy, judgment, and brand alignment.

• Execute the complaint routing model between TD, Loyalty, Care, and stores using existing SOPs and decision maps.
• Support and maintain interaction models that define JWN ↔ TD handoffs for high‑touch, high‑spend, and VIP customer scenarios.
• Assist with executive‑level escalations across TD and client, ensuring timely communication and thorough follow‑through.
• Participate in the feedback loop with store partners on UDAAP, unsolicited accounts, discrimination complaints, and other sensitive categories.
• Support process documentation, workflow clarification, and refinement of customer experience operations during the post‑conversion period.

3+ Years of Experience Required

Need someone who has already led escalations, worked in ambiguity, and can make judgment calls on Day One. This is an interim, high‑urgency, sensitive role.

• Experience handling escalations, complex customer issues, and high‑stakes service scenarios
• Strong written and verbal communication — must be able to match a polished, brand‑aligned tone
• Ability to operate in ambiguity; strong judgment without heavy oversight
• Comfort acting as a connector between teams, including external partners
• Ability to quickly learn Nordstrom processes and represent the Nordstrom customer experience standard
• Operational discipline: following SOPs, documenting work, and escalating when appropriate
• Professional maturity, as the role interacts with store leaders and TD partners

• Experience in financial services, credit card operations, or loyalty programs
• Luxury retail or hospitality background.
• Comfort with data pulls, KPI monitoring, or trend summarization
• Prior contractor experience (i.e., used to fast ramp‑up roles)