Guidehouse

Business and Customer Experience Analyst

Guidehouse

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $59,000 - $98,000 per year

About the role

  • 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.

Requirements

  • 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 preferred.
  • Must be able to travel to Washington DC for client meetings, when needed.
Benefits
  • Medical, Rx, Dental & Vision Insurance
  • Personal and Family Sick Time & Company Paid Holidays
  • Parental Leave
  • 401(k) Retirement Plan
  • Group Term Life and Travel Assistance
  • Voluntary Life and AD&D Insurance
  • Health Savings Account, Health Care & Dependent Care Flexible Spending Accounts
  • Transit and Parking Commuter Benefits
  • Short-Term & Long-Term Disability
  • Tuition Reimbursement, Personal Development, Certifications & Learning Opportunities
  • Employee Referral Program
  • Corporate Sponsored Events & Community Outreach
  • Care.com annual membership
  • Employee Assistance Program
  • Supplemental Benefits via Corestream (Critical Care, Hospital Indemnity, Accident Insurance, Legal Assistance and ID theft protection, etc.)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
business analysisrequirements gatheringuser storiestechnical ticketsUser Acceptance Testing (UAT)CX metricsjourney mappingVoice of the Customer (VoC) analysisprocess mappingagile delivery
Soft Skills
analytical skillsproblem-solving skillscustomer-first mindsetcommunication skillsstakeholder engagementrelationship buildingprioritizationadaptabilitycollaborationproactive identification
Certifications
Federal or DoD PUBLIC TRUST