Senior Business Analyst (Digital Products)

Location: Chicago or Houston, United States

Salary: $81,795–$106,602 base pay range

Company

hirify.global operates an airline network and provides customer contact center services covering reservations, travel questions, and MileagePlus accounts.

What you will do

• Improve customer and employee experiences through digital products and development for Customer Contact Centers.
• Partner with stakeholders to analyze product experiences and business processes, define future-state capabilities using AI and emerging technologies, and translate business needs into user stories and acceptance criteria.
• Own and prioritize the product backlog, support sprint planning and refinement, validate delivered functionality, and align outcomes with product goals.
• Work with UX, Development, and QA teams to monitor progress, remove obstacles, and drive continuous improvement using feedback, operational insights, and data.
• Manage projects from planning through delivery, including project plans, progress and performance monitoring, stakeholder communication, and risk, dependency, and issue management.
• Partner with Training and Change Management teams to transition, communicate, and adopt new processes, capabilities, and innovations.

Requirements

• Bachelor’s degree.
• 3–4 years of relevant professional experience in business analysis, digital product management, process improvement, or a related field.
• Experience creating and writing user stories and detailed business requirements.
• Excellent written and verbal communication skills.
• Strong working knowledge of customer and employee service flows.
• Strong project management and problem-resolution skills.
• Ability to adapt to changing business environments and priorities and grow as a subject matter expert.
• Competency in Microsoft Word, Excel, PowerPoint, Outlook, and Microsoft Teams.
• Track record of following through on commitments, with strong organizational and time-management skills.

Nice to have

• BS in Industrial Engineering, Information Technology, Human-Computer Interaction, or Information Retrieval.
• 3–5 years of relevant experience in business analysis, digital product management, process improvement, or related fields.
• 1–2 years of experience working in Agile and Scrum environments.
• Experience developing process maps, journey maps, and swim lane diagrams.
• Experience collaborating with cross-functional business areas and internal stakeholders.
• Experience with Salesforce platforms and AI-powered agent assistance solutions, including case management, workflow automation, and customer service technologies.
• Customer support or contact center experience.

Culture & Benefits

• Medical, dental, vision, life, accident, and disability benefits.
• Parental leave, employee assistance program, commuter benefits, paid holidays, and paid time off.
• 401(k), flight privileges, and potential bonus or long-term incentive compensation.
• Equal opportunity employment and reasonable accommodations for applicants and employees with disabilities.