Business Analyst - Member Care Team

About the Role

The Business Analyst (BA) for the Member Care Team plays a critical role in driving the continuous improvement of member‑facing applications and ensuring these tools are intuitive, effective, and aligned with business goals. Working closely with the Product Owner (Member Care Manager), will serve as the expert on how members use Do it Best systems. This includes leading user experience (UX) research efforts to gain deep insights into member behavior, needs, and pain points. The BA will translate these insights into actionable requirements and partner with cross‑functional teams to deliver solutions that drive value and ease of use.

Responsibilities

Business Analysis & Requirements Gathering

• Work with the Member Care Manager, our members and other stakeholders to identify business needs and objectives.
• Facilitate workshops, interviews, and surveys to gather and clarify requirements.
• Translate business needs into detailed functional and non‑functional requirements, user stories, and use cases.

User Experience Research & Member Insight

• Lead ongoing UX research efforts to understand how members interact with applications and tools.
• Conduct usability testing, surveys, interviews, and data analysis to gather member feedback.
• Synthesize findings into clear insights and recommendations that inform product design and enhancements.
• Serve as the subject matter expert on member experience, ensuring decisions are grounded in user understanding.
• Work with our UX Design team in designing applications to meet our members’ needs.

Product Ownership Support

• Assist the Product Owner in prioritizing the product backlog and managing roadmaps for member‑facing applications.
• Actively participate in agile ceremonies, translating member and business needs into development‑ready stories.
• Maintain product documentation and updates on evolving member and team needs.

Stakeholder Collaboration

• Act as a liaison between Member Care, IT, and other internal departments to ensure alignment and clarity.
• Provide thought leadership and insights to enhance member satisfaction and adoption.
• Share UX findings and business analysis across departments to promote a user‑centered culture.

Process Improvement & Quality Assurance

• Analyze current processes and propose improvements that increase member satisfaction and internal efficiency.
• Participate in UAT (User Acceptance Testing) by developing test plans, coordinating testing, and validating solutions.
• Monitor post‑release performance and advocate for continuous enhancements based on member feedback.

Documentation & Communication

• Create and maintain comprehensive documentation including business requirements, system specifications, workflows, and training materials.
• Support training and onboarding efforts for Member Care and member users regarding system updates and new features.

Education and Experience

• Bachelor’s degree in Business Administration, Information Systems, or related field.
• 5+ years of experience in business analysis, UX research, or product support roles.
• Experience working in Agile/Scrum environments.
• Experience conducting UX research and usability studies.

Skills and Abilities

• Strong analytical and problem‑solving skills.
• Excellent written and verbal communication.
• Proficient with tools such as Google Workplace, Microsoft DevOps, Zendesk and process mapping tools.
• Ability to manage multiple priorities and meet deadlines in a fast‑paced setting.
• Understanding of UX design principles and customer journey mapping.
• Familiarity with member service platforms and order management systems is a plus.