I. Job Summary
We are seeking a highly experienced Business Analyst to support and evolve self-service digital capabilities and customer experience initiatives for wm.com. This role will partner closely with Digital, UX, Data, and business teams to define, deliver, and continuously improve customer-facing solutions.
The ideal candidate brings strong expertise in digital self‑service platforms, customer journey optimization, and AI‑enabled solutions, with hands‑on experience translating business needs into scalable, data‑driven, and AI‑powered features.
II. Essential Duties and Responsibilities
Lead analysis and requirements definition for omni-channel self-service features on customer-facing platforms (website, chatbot, mobile app), including account management, billing, service requests, issue resolution, and personalization.
Analyze end‑to‑end customer journeys to identify friction points and opportunities to improve digital adoption, satisfaction, and efficiency.
Partners with business, data services, UX, and Product teams to define user stories, acceptance criteria, and success metrics aligned to customer experience outcomes.
Identify and evaluate opportunities to apply AI and machine learning (e.g., chatbots, virtual assistants, predictive insights, intelligent recommendations, automation, sentiment analysis) to enhance customer self‑service and support.
Translate complex AI concepts into clear business and functional requirements to build scalable and measurable digital experiences.
Defines the vision of Product
Serve as a key liaison between business stakeholders and technical teams, ensuring alignment and execution following the agile methodology
Lead backlog refinement, requirements prioritization, risk management, support sprint planning, UAT & PAT activities.
III. Qualifications
A. Required Qualifications
Bachelor's Degree (accredited) in Computer Science, MIS, Business Administration or similar area of study or in lieu of degree
or GED (accredited) and 4 years of relevant work experience.
8 years of relevant work experience as an IT Business Analyst (in addition to education requirement)
4 years of working as an IT Manager/Project Manager may substitute for the minimum years of experience.
B. Preferred Qualifications
Proven experience supporting customer‑facing digital platforms, preferably self‑service websites or portals.
Experience working with large‑scale enterprise websites or high‑traffic consumer platforms.
Familiarity with analytics tools, customer insights platforms, and experimentation (A/B testing).
Experience partnering with Data Science or AI/ML teams in production environments.
Demonstrated experience working on AI‑enabled solutions, such as:
Conversational AI/Chatbots
Automation and intelligent workflows
Predictive or recommendation systems
Data‑driven decision or personalization engines
Strong experience with Agile product delivery (Scrum/Kanban), user stories, and backlog management.
Excellent stakeholder management, facilitation, and communication skills.
Background in utilities, logistics, or service‑based industries is a plus.
C. Certificates, Licenses, Registrations or Other Requirements
Certified Scrum Product Owner (CSPO)
PMI Professional in Business Analysis (PMI‑PBA) or IIBA Certification (CBAP or CCBA)
SAFe Agilist (SA) or equivalent Agile scaling certification
Certifications or formal training in AI, Data Analytics, or Digital Product Management (e.g., AI for Business, Data Analytics, or UX-related certifications)
IV. Physical Requirements
Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.
Repetitive Motions
Eye/Hand/Foot Coordination
Sitting
Talking
Hearing
Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.
V. Benefits
At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.
If this sounds like the opportunity that you have been looking for, please click Apply.