Senior Business Analyst, Client Experience

Business Analyst Opportunity in Financial Services

Sr. Business Analyst, Client Experience

Location(s):

Atlanta: 2300 Windy Ridge Pkwy SE, Suite750, Atlanta, GA 30339

La Vista:12325 Port Grace Blvd, La Vista, NE 68128

Oakdale: 7755 3rd St. N, Oakdale, MN 55128

Scottsdale: 18700 N Hayden Rd, Suite 255, Scottsdale, AZ 85255

St. Petersburg: 877 Executive Center Dr. W, Suite 300, St. Petersburg, FL 33702

Osaic is not considering remote candidates at this time.

Osaic has returned to the office on a hybrid schedule requiring a minimum of 4 days weekly in the office. Applicants should be located at one of our hubs listed above and must be willing to work this schedule.

Role Type: Full-time

Salary: $100,000 - $120,000 per year + annual bonus

Actual compensation offered will be determined individually, based on a number of job-related factors, including location, skills, licensure, experience, and education.

Our competitive compensation is just one component of Osaic's total compensation package. Additional benefits include health, vision, dental insurance, 401k, paid time away, volunteer days and much more. To view more details of what you can look forward to, visit our careers page:https://careers.osaic.com/Creative/Benefits.

Summary:

As part of the Voice of the Customer team, the Sr. Business Analyst will be responsible for translating customer feedback into actionable insights that drive meaningful improvements across products, services, and customer experiences. This role partners closely with Product, Operations, Technology, and leadership teams to analyze NPS and VoC data, identify drivers of customer sentiment, and influence prioritization and decision-making. The Sr. Business Analyst will leverage AI and advanced analytics capabilities to scale customer insight generation and pattern detection. This Business Analyst also supports managing, documenting, and communicating timelines, tasks, issues, decisions, and risks to ensure successful delivery of business objectives.

The ideal candidate is highly analytical, customer-obsessed, and skilled at turning qualitative and quantitative feedback into clear narratives and recommendations.

Education Requirements:

• Bachelor's degree preferred, high school diploma (or equivalent) in combination with significant practical experience will be considered in lieu of degree. Minimum of high school diploma or equivalent is required.

Responsibilities:

• Own end-to-end analysis of NPS and VoC data across customer journeys, channels, and segments
• Identify trends, root causes, and drivers of customer satisfaction, loyalty, and detractor behavior
• Analyze customer feedback across channels including surveys, digital experiences, service interactions, and advisor/client touchpoints
• Drive evolution of end-to-end customer journey maps across personas, products, and lifecycle stages
• Use journey-level insights to support prioritization, roadmap planning, and business cases
• Partner with Data and AI teams to define requirements for predictive models, driver analysis, and experience forecasting
• Facilitates activities and workshops to identify, analyze, and document business, product, and process requirements, including but not limited to business requirements documentation (functional, non-functional, user), use case scenarios, process flows, and UAT test scenarios/scripts.
• Ensure business requirements and changes to the requirements are captured and documented throughout the Project Management Lifecycle.
• Communicate requirements to various stakeholders, including but not limited to, business unit members, development team members, and other stakeholders as needed.
• Prepare estimates, to establish project timelines and milestones.
• Monitor leading and lagging indicators of customer sentiment to surface risks and opportunities
• Lead the development and maintenance of end-to-end customer journey maps across priority personas, products, and services
• Maintain journey documentation as living artifacts that evolve with process, technology, and customer expectations
• Participate in technical and business process issue tracking, management, and resolution.
• Maintain expertise in several business areas and their integration points to other departments or systems

Basic Requirements:

• 5+ years of experience as a member of software development team, preferably as a Business Analyst or Product Owner
• 5+ years of experience with customer journey mapping frameworks and using journey-level insights to support prioritization
• Direct experience working with NPS, VoC, or customer feedback programs
• Background in Agile, SAFe, or product-based delivery models
• Strong analytical skills with experience combining qualitative and quantitative data
• Experience developing and effectively delivering group presentations regarding product and technical information, particularly to senior management
• Strong customer service attitude and ambition to maintain consistently high levels of customer service
• Proactively identify, develop and initiate innovations and solutions where precedents and procedures may not exist
• Demonstrates in-depth understanding of purpose and operations of the lines of business supported.
• Demonstrates strategic viewpoint, with a clear understanding of the goals and objectives
• Strong leadership skills and the ability to build consensus across departments regarding complex solutions and/or issue resolution
• Possesses working knowledge of the Project Management Life Cycle
• Demonstrates a working knowledge of effective testing techniques and procedures
• Demonstrates strong understanding of application and database development concepts

Preferred Requirements:

• Experience in Financial Services (wealth management, investment management, broker-dealer, insurance, securities, specialty finance)
• Familiarity with VoC and survey tools (e.g., Medallia, Qualtrics, Pendo, InMoment)
• Advanced experience with dashboarding and visualization tools (e.g., Power BI, Tableau, Snowflake, or Microsoft Suite)
• Excellent organizational and time management skills