Business and Customer Experience Analyst

Overview

The Business and Customer Experience Analyst (BCXA) role combines traditional business analysis with customer experience strategy to deliver solutions that meet business objectives while enhancing user satisfaction. This role ensures business requirements are accurately captured and translated into user-centric outcomes that improve customer satisfaction and engagement. The analyst will work across multiple applications, support agile delivery, and champion customer-centric design.

Job Family
:
Business Systems Analysis

Travel Required
:
Up to 10%

Clearance Required
:
Ability to Obtain Public Trust

The Business and Customer Experience Analyst (BCXA) role combines traditional business analysis with customer experience strategy to deliver solutions that meet business objectives while enhancing user satisfaction. This role ensures business requirements are accurately captured and translated into user-centric outcomes that improve customer satisfaction and engagement. The analyst will work across multiple applications, support agile delivery, and champion customer-centric design.

• Build, maintain, and enrich trusted relationships with Product Owners and stakeholders through regular engagement.
• Develop and demonstrate understanding of evolving priorities, pressures, regulatory considerations, and other factors that influence business requirements.
• Anticipate and proactively identify shifts in customer needs and recommend adjustments that align solutions with business objectives.
• Effectively communicate progress, change, risks, and alignment of business and customer experience goals with clients and stakeholders.

• Gather and document detailed business requirements.
• Translate customer insights into business and functional requirements.
• Write user stories and technical tickets with clear Definitions of Done and Acceptance Criteria.
• Incorporate CX objectives and outcomes into user story development.
• Collaborate with UX designers and product teams to align solutions with customer needs and the intended user experience.
• Advocate for human-centered design principles in solution development.

• Conduct backlog refinement and prioritize features based on CX strategy.
• Support sprint planning activities in coordination with Agile project managers.
• Assist with smoke testing for patching and releases.
• Conduct User Acceptance Testing (UAT) to validate solutions against business requirements and CX standards.
• Cross-train on all program applications to provide end-to-end support.
• Create and maintain user-centric process documentation including Standard Operating Procedures (SOPs), User Guides, and other materials.

• Identify and map stakeholders and develop customer personas.
• Develop and maintain customer journey maps to identify pain points and moments of truth.
• Collect, synthesize, and interpret Voice of the Customer (VoC) data from multiple channels.
• Conduct qualitative research, including stakeholder interviews and focus groups, to gather customer insights.
• Analyze operational data to inform root cause analysis of customer pain points.
• Measure and report on CX metrics, such as Customer Satisfaction (CSAT) and Net Promoter Scores (NPS), and recommend solutions for improvement.
• Inform teams about CX changes and help assess the impacts of change.

• Minimum 3 Years of Business Analysis experience.
• Strong analytical and problem-solving skills with a customer-first mindset.
• Experience in business requirements gathering and agile delivery practices.
• Familiarity with CX frameworks, journey mapping, VoC analysis, process and value stream mapping.
• Excellent communication and stakeholder engagement skills.
• Ability to manage multiple applications and priorities in a fast-paced environment.
• Must be US Citizen.
• Must be able to OBTAIN and MAINTAIN a Federal or DoD "PUBLIC TRUST"; candidates must obtain approved adjudication of their PUBLIC TRUST prior to onboarding with Guidehouse. Candidates with an ACTIVE PUBLIC TRUST or SUITABILITY are…