Lead Business Analyst

Job description

Job Classification: Technology - Agile, Delivery, & Product We are hiring a Lead Business Analyst to drive requirements, analysis, and stakeholder alignment for NGCC—Prudential’s omnichannel contact center transformation across conversational voice and chat channels. This role partners closely with Product Owners and delivery teams to translate business needs into clear, testable requirements, accelerate delivery, and ensure measurable outcomes. This is a “doer + connector” role: you will own end-to-end discovery through delivery for key features, build strong relationships across Service and enterprise stakeholders, and help the team mature how we build requirements for AI-driven and agentic systems. The current employee work arrangement for this position is Hybrid and requires your on-site presence on a reoccurring basis as determined by your business. For exceptionally well-qualified candidates, Virtual working arrangement may be considered, with expectation of travel as required. Key Responsibilities: - Business analysis & discovery: Lead discovery with business partners, SMEs, and technology teams to understand pain points, define problems, and document requirements that are w...