Business Analyst, Customer Experience

Job Id
Job Location
Addison, TX
Employment Type
Full Time Regular
Health Care


Are you looking for a career that transcends the ordinary? At Concentra, we offer opportunities beyond patient care. As a valued member of our team, you'll be part of our efforts to provide exceptional service to our employer clients and exceptional care to their employees. Our values define our path forward – always working to ensure welcoming, respectful, and skillful care. Join Concentra, and see what makes us different and better.

The Business Analyst, Customer Experience wears multiple hats to support business and technology programs and projects at Concentra. Performs daily task management and supports fast-paced, highfunctioning product teams for the Marketing &  Innovation Department and the Information Systems Department. Assists leaders, developers, analysts and strategists with managing activities throughout the product management lifecycle and by using Agile methods. Performs research on technologies, processes and customers to build strategies, plans and documentation. This may include reviewing internal and external knowledge resources, discussing development approaches with vendors, talking to customers and conducting data analyses. Has a deep understanding of existing applications, features and functions and how they work together to deliver experiences for internal and external stakeholders. Maintain constant connection with users while ensuring customer requisites are met. It is essential to be able to build strong and lasting relationships throughout the business while utilizing technology to anticipate needs of the teams and customers while maximizing business value. Gathers requirements, maintains product backlog, creates user stories, organizes development initiatives and gathers information from stakeholders to support the advancement of applications. Help in the areas of customer experience – customer insights and voice-of-customer, experience design, strategy, measurement and organizational adoption. Writes summaries and analyses after investigating and researching so that important insights are captured and delivered to the business or considered for decision-making. Exports, mines, organizes and analyzes data to help answer questions, to measure progress and as needed for stakeholder ad hoc requests.

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Employee Benefits

  • 401(k) Retirement Plan with Employer Match
  • Medical, Vision, Prescription, Telehealth, & Dental Plans
  • Life & Disability Insurance
  • Paid Time Off
  • Colleague Referral Bonus Program
  • Tuition Reimbursement
  • Commuter Benefits
  • Dependent Care Spending Account
  • Employee Discounts

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation, if required.

*This job requires access to confidential and sensitive information, requiring ongoing discretion and secure information management*


Concentra is an Equal Opportunity Employer, including disability/veterans 

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  • Build and maintain relationships with key stakeholders in cross-functional business and technology leadership roles to grow and mature their product
  • Partner with other members of the Marketing & Innovation team, Customer Experience (CX) leadership, Information Systems (IS) team and CCaaS Program, including Business Owner, Product Owner, Scrum Master, developers, engineers, analysts, marketers and SMEs to carry out established plans
  • Aids with the support of CX leadership, program and initiatives, which includes activities like mapping customer journeys, identifying and alleviating points along the journey that are problematic, collecting and analyzing quantitative and/or  qualitative customer insight, partnering with business and development teams to create applications in line with customer wants and needs
  • Assists CCaaS leadership with a variety of cross-functional responsibilities, such as document creation, stakeholder meetings and communication, data analytics, reporting and vendors
  • Work with or in the following technologies: Contact Center as a Service (CaaS), Amazon Web Services (AWS), Amazon Connect, BI and analytics tools, Jira, customer portals, Zoom, SharePoint, artificial intelligence (AI), machine learning (ML), chatbot, dashboards, workflow or process automation surveys
  • Supports the data analytics and business intelligence requirements within the CCaaS Program and CX Program. This includes experience with at least one BI tool, such as QuickSight, PowerBI, Tableau or MicroStrategy  
  • Operate as a dedicated member on the development team which includes attending Scrum ceremonies, providing customer input, and preventing delays to the progress through subject matter expertise, guidance, and leadership
  • Partner with analysts, developers and managers to write User Stories in Agile toolset and define acceptance criteria to ensure development readiness prior to Sprint Planning sessions
  • Contribute to the planning, execution, and review of User Stories and Sprints through clear communication to the developers
  • Assists CCaaS leadership with a variety of cross-functional responsibilities, such as document creation, stakeholder meetings and communication, data analytics, reporting and vendors
  • Create documents for processes, procedures, explanations, reports, checklists, best practices, training resources and plans
  • Ensure that all issues are logged promptly and accurately with detailed up to date information
  • Review outstanding issues on a daily basis to assure that troubleshooting and resolutions are current
  • Recognize potential areas where policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion Submit recommendations as appropriate
  • Ensure that all problems are resolved in a timely and efficient manner. Prevents recurrence of issues by identifying trends and implementing fix
  • Help build team spirit by assisting other staff members and promoting a positive workplace
  • Support the mission and direction of Concentra, both within the Marketing & Innovation Department and throughout the corporation
  • Complete any activities, tasks, and projects assigned, and responsible for reporting to and completing work at assigned times
  • Partner with business analysts to write User Stories in an Agile toolset and define acceptance criteria to ensure “development readiness” prior to sprint planning sessions
  • This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
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Education Level: Bachelor’s Degree
Major: Business Administration, Information Systems, Project Management or related

  • Certifications within Agile, Product Management, CX or other

Job Related Skills/Competencies: 

  • 3 years working in an applicable field for the program or directly supporting the area of the business involved in the program from a development or delivery perspective.
  • Concentra Core Competencies of Service Mentality, Attention to Detail, Sense of Urgency, Initiative and Flexibility
  • Ability to make decisions or solve problems by using logic to identify key facts, explore alternatives, and propose quality solutions
  • Outstanding customer service skills as well as the ability to deal with people in a manner which shows tact and professionalism
  • The ability to properly handle sensitive and confidential information (including HIPAA and PHI) in accordance with federal and state laws and company policies
  • Experience working with technology teams especially digital product and service development
  • Translation between business and technology teams in a liaison role with the goal of shared understanding by avoiding jargon or tech speak is preferred
  • Listening to customers and having empathy for their wants and needs and converting this into product requirements
  • Learning about and applying customer experience practices, such as customer insights, VOC, customer journeys, personas, measurement, design, experimentation, adoption, culture influences and more
  • Communicates professionally – clear and concise communication whether written, verbal, or formal presentation to all levels of an organization including executives.
  • Operates and interacts with product and program teams using Agile methodologies
  • Dictating and/or capturing business requirements, ideally in the form of User Stories or detailed summaries
  • Analyzing different types of data to determine impact and make informed decisions
  • Superior and competent problem-solving skills in especially ambiguous situations
  • Ability to commit to a decision, disagree, and deliver bad news
  • Delivers results in a fast-paced, time-sensitive environment
  • Excellent analytical and problem-solving skills are essential
  • Ability to write clearly and to communicate ideas and concepts through written communication
  • Effectively multi-task and adapt to changing business priorities
  • Work independently or collaboratively in a team
  • Excellent attention to detail
  • Superb organization, project management and time-management skills
  • Large-scale IT or IS product, project or program experience
  • Experience with Contact Center as a Service (CCaaS) or contact center systems, such as AWS/Amazon Connect, Genesys, Five9, Nice inContact, RingCentral, etc.
  • Experience in AWS environments, voice and chat conversation design, AI and ML preferred
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