Experience Design Business Analyst

RESPONSIBILITIES:
Kforce has a client in Armonk, NY that is seeking an experienced experience design business analyst to support a large-scale, greenfield Salesforce customer technology transformation for a regulated energy and utilities organization. The program is modernizing utility customer operations, customer programs, service experiences, data capabilities, integrations, and legacy Salesforce environments while reducing technical debt and preparing the future-state platform for production adoption.

Overview:
The Experience Design Business Analyst will combine customer-journey, service-design, and Salesforce business-analysis methods to define intuitive utility customer and employee experiences. The role will translate research, process analysis, and utility program needs into delivery-ready requirements for Energy & Utilities Cloud, OmniStudio and OmniScript, the Clean Energy Module, Service Cloud, Data Cloud, and integrated customer channels.

Responsibilities:

• Lead or support customer and employee interviews, journey mapping, service blueprinting, process mapping, and experience-design workshops
• Define current-state and future-state journeys across customer service, clean-energy programs, eligibility, enrollment, notifications, self-service, and assisted-service interactions
• Translate research findings and business needs into experience principles, functional requirements, user stories, acceptance criteria, process flows, and measurable outcomes
• Partner with UI, UX, Salesforce, OmniStudio, architecture, and business teams to connect experience intent to Energy & Utilities Cloud, OmniScript, Clean Energy Module, Service Cloud, and Data Cloud capabilities
• Identify pain points, accessibility needs, handoffs, data dependencies, exceptions, and opportunities for process simplification
• Support prototype reviews, usability validation, backlog refinement, UAT, traceability, and confirmation that delivered experiences meet documented needs

REQUIREMENTS:

• 4+ years of relevant enterprise delivery experience with the ability to independently own assigned scope and contribute to design and delivery decisions
• Experience combining enterprise business analysis with customer experience, service design, or UX discovery
• Strong knowledge of journey maps, service blueprints, personas, process flows, user stories, acceptance criteria, and usability validation
• Functional knowledge of Salesforce Energy & Utilities Cloud, OmniStudio and OmniScript, the Clean Energy Module, Service Cloud, and customer-service processes
• Ability to translate qualitative research and complex utility processes into delivery-ready requirements and measurable outcomes
• Strong facilitation and communication skills with experience working across product, design, architecture, development, QA, and business teams
• Experience working in Agile or iterative delivery environments with cross-functional onshore and offshore teams
• Strong verbal and written communication skills, including the ability to explain decisions, document risks and dependencies, and collaborate directly with business and technology stakeholders
• Experience using enterprise-approved AI-assisted tools where appropriate, with independent validation of outputs

Preferred Qualifications:

• Utility customer-service, clean-energy program, or regulated-industry experience
• Figma, Miro, Lucid, or comparable experience-design and process-mapping tools
• Salesforce Business Analyst, Administrator, Service Cloud, OmniStudio, or Energy & Utilities Cloud credentials

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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