Job Family:

Business Systems Analysis

Travel Required:

Up to 10%

Clearance Required:

Ability to Obtain Public Trust

What You Will Do:

The Business and Customer Experience Analyst (BCXA) role combines traditional business analysis with customer experience strategy to deliver solutions that meet business objectives while enhancing user satisfaction. This role ensures business requirements are accurately captured and translated into user-centric outcomes that improve customer satisfaction and engagement. The analyst will work across multiple applications, support agile delivery, and champion customer-centric design.

Key Responsibilities:

Client and Stakeholder Relationship Management

• Build, maintain, and enrich trusted relationships with Product Owners and stakeholders through regular engagement.

• Develop and demonstrate understanding of evolving priorities, pressures, regulatory considerations, and other factors that influence business requirements.

• Anticipate and proactively identify shifts in customer needs and recommend adjustments that align solutions with business objectives.

• Effectively communicate progress, change, risks, and alignment of business and customer experience goals with clients and stakeholders.

Business Requirements and Experience Design

• Gather and document detailed business requirements.

• Translate customer insights into business and functional requirements.

• Write user stories and technical tickets with clear Definitions of Done and Acceptance Criteria.

• Incorporate CX objectives and outcomes into user story development.

• Collaborate with UX designers and product teams to align solutions with customer needs and the intended user experience.

• Advocate for human-centered design principles in solution development.

Agile Delivery and Quality Assurance

• Conduct backlog refinement and prioritize features based on CX strategy.

• Support sprint planning activities in coordination with Agile project managers.

• Assist with smoke testing for patching and releases.

• Conduct User Acceptance Testing (UAT) to validate solutions against business requirements and CX standards.

• Cross-train on all program applications to provide end-to-end support.

• Create and maintain user-centric process documentation including Standard Operating Procedures (SOPs), User Guides, and other materials.

Customer Experience Insights and Reporting

• Identify and map stakeholders and develop customer personas.

• Develop and maintain customer journey maps to identify pain points and moments of truth.

• Collect, synthesize, and interpret Voice of the Customer (VoC) data from multiple channels.

• Conduct qualitative research, including stakeholder interviews and focus groups, to gather customer insights.

• Analyze operational data to inform root cause analysis of customer pain points.

• Measure and report on CX metrics, such as Customer Satisfaction (CSAT) and Net Promoter Scores (NPS), and recommend solutions for improvement.

• Inform teams about CX changes and help assess the impacts of change.

What You Will Need:

• Minimum 3 Years of Business Analysis experience.

• Strong analytical and problem-solving skills with a customer-first mindset.

• Experience in business requirements gathering and agile delivery practices.

• Familiarity with CX frameworks, journey mapping, VoC analysis, process and value stream mapping.

• Excellent communication and stakeholder engagement skills.

• Ability to manage multiple applications and priorities in a fast-paced environment.

• Must be US Citizen.

• Must be able to OBTAIN and MAINTAIN a Federal or DoD "PUBLIC TRUST"; candidates must obtain approved adjudication of their PUBLIC TRUST prior to onboarding with Guidehouse. Candidates with an ACTIVE PUBLIC TRUST or SUITABILITY are preferred.

• Must be able to travel to Washington DC for client meetings, when needed.

What Would Be Nice To Have:

• Accuracy and completeness of business requirements.

• Reduction in customer pain points identified through CX initiatives.

• Successful implementation of CX-driven enhancements.

The annual salary range for this position is $59,000.00-$98,000.00. Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs.

What We Offer:

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

Benefits include:

• Medical, Rx, Dental & Vision Insurance

• Personal and Family Sick Time & Company Paid Holidays

• Parental Leave

• 401(k) Retirement Plan

• Group Term Life and Travel Assistance

• Voluntary Life and AD&D Insurance

• Health Savings Account, Health Care & Dependent Care Flexible Spending Accounts

• Transit and Parking Commuter Benefits

• Short-Term & Long-Term Disability

• Tuition Reimbursement, Personal Development, Certifications & Learning Opportunities

• Employee Referral Program

• Corporate Sponsored Events & Community Outreach

• Care.com annual membership

• Employee Assistance Program

• Supplemental Benefits via Corestream (Critical Care, Hospital Indemnity, Accident Insurance, Legal Assistance and ID theft protection, etc.)

• Position may be eligible for a discretionary variable incentive bonus

About Guidehouse

Guidehouse is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation.

Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.

If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.

All communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @guidehouse.com or guidehouse@myworkday.com. Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by Guidehouse. Note that Guidehouse will never charge a fee or require a money transfer at any stage of the recruitment process and does not collect fees from educational institutions for participation in a recruitment event. Never provide your banking information to a third party purporting to need that information to proceed in the hiring process.

If any person or organization demands money related to a job opportunity with Guidehouse, please report the matter to Guidehouse’s Ethics Hotline. If you want to check the validity of correspondence you have received, please contact recruiting@guidehouse.com. Guidehouse is not responsible for losses incurred (monetary or otherwise) from an applicant’s dealings with unauthorized third parties.

Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.