LOWCODEMINDS is a #PeopleFirst company that adapts wholistic well-being as the only true measure of its growth. A workplace full of happy people who deeply care about customers and deliver business outcomes that matter.
Job Title: Senior Business Analyst – Customer Experience & Onboarding
Location : Chicago (Hybrid)/ Remote
Job Type : Contract
We’re seeking a results-driven Senior Business Analyst with a passion for optimizing customer journeys and onboarding experiences. In this role, you’ll work cross-functionally with Product, UX, Marketing, and Operations teams to identify pain points, streamline onboarding processes, and enhance overall customer satisfaction. You’ll be instrumental in translating data into actionable insights, driving strategic initiatives, and ensuring that our customers receive a frictionless and engaging experience from day one.
Key Responsibilities
• Analyze current customer onboarding and experience workflows to identify bottlenecks and opportunities for improvement.
• Collaborate with stakeholders to define business requirements, KPIs, and success metrics for customer onboarding and retention.
• Lead workshops, stakeholder interviews, and customer journey mapping exercises.
• Leverage data (qualitative & quantitative) to evaluate customer behavior and satisfaction throughout the onboarding process.
• Develop and present business cases for proposed enhancements or new initiatives.
• Partner with UX/UI teams to ensure customer-facing touchpoints are intuitive and aligned with business goals.
• Define and maintain documentation, process flows, and project artifacts.
• Monitor post-implementation performance and support continuous improvement.
• Contribute to the development of customer-centric strategies that enhance loyalty and engagement.
Required Qualifications
• 8+ years of experience as a Business Analyst, with a strong background in customer experience and/or onboarding optimization.
• Proven experience in process improvement, journey mapping, and stakeholder management.
• Strong analytical skills with proficiency in tools like Excel, SQL, Tableau, Power BI
• Experience with CX/CRM platforms (e.g., Salesforce, Zendesk, HubSpot) is a plus.
• Excellent communication and presentation skills – able to influence stakeholders at all levels.
• Familiarity with Agile/Scrum methodologies and working with cross-functional product teams.
Preferred Qualifications
• Experience in Manufacturing Industry
• Exposure to A/B testing, user research, or CX metrics like NPS, CES, CSAT.
• Certification in Business Analysis (CBAP, PMI-PBA) or Six Sigma is a plus.
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