Senior Business Analyst - Contact Center

Position Overview:

Chubb NA Contact Center Shared Services supports insurance operations across Chubb’s North American business divisions, with a focus on delivering exceptional customer experiences, operational efficiency, and innovative technology solutions.

The team partners with Engineering, Technology, and Business stakeholders to define, design, and implement strategic contact center technology solutions and operational improvements.

As a Senior Business Analyst, you will serve as a contact center subject matter expert and trusted business consultant, partnering with stakeholders to understand business needs, identify opportunities for improvement, and deliver effective technology solutions. This role requires strong analytical, problem-solving, and communication skills, along with the ability to independently manage multiple initiatives from discovery through implementation.

Responsibilities:

• Serve as a contact center subject matter expert, providing consultation and recommendations on technology capabilities, operational processes, and industry best practices.
• Partner with business stakeholders to understand objectives, identify challenges, and recommend solutions that improve customer experience and operational efficiency.
• Lead requirements-gathering sessions and translate business needs into detailed functional requirements, user stories, and acceptance criteria.
• Develop and maintain call flow diagrams, IVR flows, process maps, and other solution documentation using Microsoft Visio or comparable tools.
• Collaborate with stakeholders to evaluate current-state processes, map customer journeys, and design future-state experiences that reduce friction and improve customer and agent interactions.
• Promote consistency and standardization across contact center solutions, ensuring alignment with established design standards, enterprise strategies, and shared technology capabilities.
• Manage and prioritize assigned project backlogs while balancing business priorities, technical dependencies, and strategic objectives.
• Partner with IT, Infrastructure, and Business stakeholders throughout solution design, development, testing, and implementation.
• Participate in Agile ceremonies, including backlog refinement, sprint planning, and reviews.
• Develop and execute UAT test scenarios and scripts, manage defects, and validate solutions against business requirements.
• Proactively identify risks, dependencies, and potential challenges while communicating project status and recommendations to stakeholders and senior leadership.
• Support production implementations, including off-hours release activities, validation, and post-implementation support as needed.

Skills Required:

• 5+ years of contact center operations, technology, or business analysis experience.
• Strong analytical, critical-thinking, and problem-solving skills with the ability to evaluate complex business challenges and recommend practical solutions.
• Proficiency in Microsoft Visio or comparable diagramming tools, with experience developing call flows, process maps, and workflow diagrams.
• Experience gathering and documenting business requirements, functional specifications, user stories, and acceptance criteria.
• Strong consultative skills with the ability to guide stakeholders through requirements discovery, process evaluation, and solution design.
• Experience analyzing customer journeys and identifying opportunities to improve customer experience, operational efficiency, and agent workflows.
• Ability to evaluate business requests, challenge assumptions, and recommend solutions that balance business needs with enterprise standards and technology capabilities.
• Strong understanding of contact center operations, processes, and supporting technologies.
• Ability to independently manage multiple initiatives, prioritize competing demands, and deliver high-quality work in a fast-paced environment.
• Excellent written and verbal communication skills, including the ability to translate technical concepts for nontechnical audiences.
• Strong attention to detail, organizational skills, and ability to proactively identify risks and dependencies.
• Experience with User Acceptance Testing, defect management, and technology implementations.
• Proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, and Visio.
• Bachelor’s degree in Business, Information Technology, or a related field, or equivalent professional experience.

Preferred Qualifications:

• Experience with NICE CXone or comparable cloud contact center platforms.
• Knowledge of IVR design, call routing, ACD, CTI, and contact center integrations.
• Experience supporting omnichannel solutions, including voice, chat, SMS, and digital self-service.
• Familiarity with conversational AI, virtual agents, and contact center automation.
• Experience working in Agile environments and using tools such as Jira or Azure DevOps.
• Experience supporting enterprise technology initiatives across multiple business units.
• Insurance or financial services industry experience.

The pay range for the role is $103,000 to $149,000. The specific offer will depend on an applicant’s skills and other factors. This role may also be eligible to participate in a discretionary annual incentive program.  Chubb offers a comprehensive benefits package, more details on which can be found on our careers website.  The disclosed pay range estimate may be adjusted for the applicable geographic differential for the location in which the position is filled.