Analyst IV, Digital Business

Job description

I. Job Summary We are seeking a highly experienced Business Analyst to support and evolve self-service digital capabilities and customer experience initiatives for wm.com. This role will partner closely with Digital, UX, Data, and business teams to define, deliver, and continuously improve customer-facing solutions. The ideal candidate brings strong expertise in digital self‑service platforms, customer journey optimization, and AI‑enabled solutions, with hands‑on experience translating business needs into scalable, data‑driven, and AI‑powered features. II. Essential Duties and Responsibilities: - Lead analysis and requirements definition for omni-channel self-service features on customer-facing platforms (website, chatbot, mobile app), including account management, billing, service requests, issue resolution, and personalization. - Analyze end‑to‑end customer journeys to identify friction points and opportunities to improve digital adoption, satisfaction, and efficiency. - Partners with business, data services, UX, and Product teams to define user stories, acceptance criteria, and success metrics aligned to customer experience outcomes. - Identify and evaluate opportunities to appl...