IT.IT BUSINESS ANALYST - SENIOR

The Senior Analyst for Digital Customer Experience is responsible for optimizing, and championing the end to end digital experience for B2B customers. This role blends business analysis expertise with customer centric strategy, ensuring that digital journeys, product catalog experiences, and commerce interactions meet business goals and deliver measurable value. The ideal candidate is a strategic thinker and hands on leader who excels at cross functional collaboration, requirements definition, and continuous improvement of digital platforms.

Total Experience: - 5+ yrs

Relevant: - 5+ yrs 

Location: - Pune MH

Mandatory Skills: - Familiarity with PIM systems, catalog governance, and product data workflows, Experience with B2B digital solutions (e.g., Windchill, P360, Salesforce b2B commerce, Adobe).

In this role, you will make an impact in the following ways:  

To be successful in this role you will need the following:  

Customer Journey Ownership

• Lead the development and continuous refinement of the digital customer journey across web and portal, experiences.
• Map and analyze customer touchpoints to identify friction, opportunities, and improvements that enhance satisfaction, conversion, and retention.

B2B Digital Catalog & Experience Management

• Oversee the strategy and execution of the digital product catalog experience for B2B customers.
• Ensure catalog accuracy and product data quality in partnership with catalog and product data teams.
• Drive improvements in search, navigation, filtering, and product detail pages to support complex B2B buying behaviors.

Business Analysis & Requirements Leadership

• Lead efforts with business stakeholders to define and document what constitutes business success for medium to large initiatives.
• Elicit, analyze, and document functional requirements across process, information, event, location dimensions.
• Capture and validate nonfunctional requirements such as performance, usability, scalability, and compliance.
• Manage requirements throughout the project lifecycle, ensuring changes are understood, communicated, and approved by appropriate stakeholders.

Solution Assessment & Validation

• Conduct solution assessments to ensure functional and technical specifications meet business needs.
• Review test plans and methodologies to mitigate risks and ensure coverage of functional and non functional requirements.
• Participate in testing activities to validate that delivered solutions align with documented requirements.

To be successful in this role you will need the following

Cross Functional Collaboration

• Partner closely with Product Management, Engineering, Catalog, Marketing and IT teams to deliver cohesive digital experiences.
• Serve as the voice of the customer in roadmap discussions and solution design sessions.
• Build strong relationships across business and technical teams to ensure alignment and smooth execution.

Commerce & Platform Knowledge

• Apply understanding of digital commerce platforms, capabilities, and best practices (B2B preferred).
• Support enhancements to ordering workflows, checkout, account management, and self service tools.
• Contribute to platform modernization efforts, including personalization, automation, and integration with backend systems.

Problem Solving & Leadership

• Conduct problem analysis and escalate complex issues as needed.
• Act as a point of escalation for moderate to difficult problems within digital experience initiatives.
• Coach and mentor business analysts, fostering growth and consistency in analysis practices.

• Education and Experience:
• 5+ years of experience in digital customer experience, IT business analysis, marketing, catalog / eCommerce.
• Proven ability to lead requirements definition for medium to large initiatives.
• Experience managing digital customer journeys and B2B catalog experiences.
• Strong understanding of digital commerce platforms and B2B buying behaviors.
• Demonstrated success collaborating with cross functional teams.
• Excellent communication, facilitation, and stakeholder management skills.
• Analytical mindset with experience using data to drive decisions.
• Ability to translate complex business needs into clear, actionable requirements.
• Preferred Skills
• Experience with B2B digital solutions (e.g., Windchill, P360, Salesforce b2B commerce, Adobe).
• Familiarity with PIM systems, catalog governance, and product data workflows.
• Knowledge of agile methodologies and digital product development.
• Background in industries with complex product catalogs or technical products.