Senior Information Technology Business Analyst

Senior Business Analyst / Hands-On Product Owner Digital Servicing & Customer Experience

Location:
Stamford, Connecticut This position is 100% on-site. Preferred AI Development Platform: AWS Kiro Overview We are seeking an experienced Senior Business Analyst / Product Owner with strong hands-on AI and automation capabilities to support the transformation of Digital Servicing and Customer Experience, with a focus on customer chat and digital servicing interactions. This is primarily a Product Owner / Senior Business Analyst role, requiring the ability to independently identify business problems, analyze supporting data, define product requirements, develop comprehensive Product Requirements Documents (PRDs), and drive solutions toward delivery. The ideal candidate will combine strong product ownership and business analysis expertise with practical technical capabilities in SQL, Python, APIs, AI-assisted coding, and workflow automation. The individual will work closely with product, business, engineering, and architecture stakeholders to identify customer servicing challenges, evaluate automation opportunities, define development-ready requirements, and support the implementation of intelligent and AI-driven solutions. The candidate should also be comfortable using AI-assisted development tools to build, test, and validate lightweight automation solutions and prototypes. AWS Kiro is the preferred platform, although experience with comparable AI-assisted coding and automation tools will be considered. A Senior Business Analyst or Technical Business Analyst with comparable Product Owner responsibilities and hands-on AI automation experience will also be a strong fit.

Key Responsibilities
1. Product Ownership & Requirements Management
* Independently identify business problems and own use cases from discovery through delivery.
* Develop comprehensive, development-ready PRDs, functional requirements, customer journeys, user stories, and acceptance criteria.
* Define business objectives, technical dependencies, integrations, priorities, and measurable success criteria.
* Collaborate with stakeholders to validate requirements, resolve gaps, and prioritize opportunities.
* Support Agile delivery, including backlog refinement, sprint planning, testing, and implementation. 2. Customer Experience & Data Analysis
* Analyze customer chat journeys, digital servicing processes, and operational data to identify friction points.
* Identify recurring servicing issues, repetitive requests, inefficient workflows, and automation opportunities.
* Use SQL and analytical tools to independently investigate customer interactions and operational performance.
* Establish performance baselines and quantify improvement opportunities.
* Translate findings into actionable recommendations that improve customer experience and operational efficiency.
* Present analysis and recommendations to business and product stakeholders. 3. Hands-On AI-Assisted Development & Automation
* Use AWS Kiro or comparable AI-assisted coding tools to generate, debug, refine, and validate working solutions.
* Develop lightweight prototypes, scripts, and workflow automations using Python, SQL, APIs, and related technologies.
* Build automations supporting reporting, data preparation, product analysis, testing, and validation.
* Independently analyze data and develop practical solutions using approved development tools.
* Validate AI-generated code for accuracy, reliability, security, and appropriate customer data handling.
* Translate business requirements into working technical solutions without needing full-time software engineering expertise. 4. Agentic AI & Intelligent Automation
* Identify opportunities for agentic AI, conversational AI, and intelligent automation in digital servicing.
* Define AI-driven customer workflows, use cases, and functional requirements.
* Document agent interactions, API integrations, tool execution, orchestration, and workflow dependencies.
* Define fallback mechanisms, exception handling, and human-in-the-loop escalation.
* Partner with engineering teams to test, validate, and improve AI-driven solutions. First 90-Day Expectations Days 1-30: Discovery & Opportunity Identification
* Understand current digital servicing, customer chat, and automation processes.
* Engage product, business, engineering, and architecture stakeholders.
* Review customer interaction data and operational reporting.
* Identify servicing friction, workflow inefficiencies, and automation opportunities.
* Document an initial inventory of business problems and potential solutions. Days 30-60: Analysis & Solution Definition
* Independently analyze operational and customer interaction data using SQL.
* Establish performance baselines and quantify improvement opportunities.
* Prioritize customer servicing and automation use cases.
* Present evidence-based recommendations and identify practical AI-assisted solutions. Days 45-90: Requirements & Delive