LRS Consulting Services is seeking a Business Analyst for a contract opportunity. This role offers the chance to apply your skills in support of meaningful work for one of our client partners located in Stamford, CT.

LRS Consulting Services has been delivering the highest quality consultants to our clients since 1979. We've built a solid reputation for dealing with our clients and our consultants with honesty, integrity, and respect. We work hard every day to maintain that reputation.

We are looking for a Business Analyst with expertise in customer experience and digital servicing to support a Chat Messaging Product Team. This role will focus on defining and documenting business requirements (BRDs) for chat enhancements, ensuring alignment between customer needs, product goals, and technology solutions. The ideal candidate will work closely with product managers, developers, designers, and vendors to optimize chat flows, improve customer interactions, and drive efficiency in digital servicing.

Responsibilities:

• Develop and own Business Requirement Documents (BRDs) to define chat product enhancements, customer experience improvements, and digital engagement strategies.
• Collaborate cross-functionally with product managers, UX/UI designers, developers, and chat vendors (e.g., ASAPP) to ensure seamless implementation of chat solutions.
• Analyze chat performance data, customer interactions, and pain points to identify improvement opportunities.
• Translate customer needs into clear, actionable business and functional requirements with use cases, process flows, and user stories.
• Partner with data and analytics teams to define and track KPIs (e.g., containment rate, deflection, CSAT, chat adoption).
• Ensure all requirements align with customer expectations, operational feasibility, and business goals.
• Conduct pre- and post-deployment user testing to validate enhancements and identify potential issues.
• Facilitate stakeholder discussions, ensuring transparency, alignment, and prioritization of chat initiatives.
• Document and maintain process improvements to streamline chat interactions and agent handoff experiences.

Qualifications:

• Must have a minimum of 3 years experience as a Business Analyst in digital servicing, chat, or customer experience
• Proven ability to create BRDs, user stories, use cases, and process flows for customer-facing products
• Strong understanding of chat platforms, AI-powered chatbots, and digital self-service solutions
• Experience with business analysis tools (JIRA, Confluence, Microsoft Visio, and other BA documentation software)
• Familiarity with Agile and Scrum methodologies in software development
• Knowledge of customer experience best practices and UX principles
• Excellent analytical and stakeholder management skills
• Experience working in telecommunications or digital customer support preferred
• Understanding of APIs, web services, and conversational AI a plus
• Prior experience with AI-driven chat optimization and automation a plus
• Candidate must be able to effectively communicate in English (written & verbal)

The base range for this contract position is $50 - $70 per hour, depending on experience.
Our pay ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hires of this position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

LRS is an equal opportunity employer. Applicants for employment will receive consideration without unlawful discrimination based on race, color, religion, creed, national origin, sex, age, disability, marital status, gender identity, domestic partner status, sexual orientation, genetic information, citizenship, status or protected veteran status.

In some cases, LRS Consulting uses generative artificial intelligence (“AI”) in support of our hiring processes. LRS takes steps to ensure the use of AI does not result in discrimination based on protected class(es). AI may be used in the hiring process solely in support of the assessment of candidate qualifications. All decisions in the hiring process are made by LRS employees. If AI will be used in the hiring process for the position for which you are applying, you will be notified and will have the opportunity to opt out. Please contact AI.Questions@lrs.com with any questions.