Business Analyst, Digital and Customer Experience

Position Summary

Reporting to the Sr. Manager of Digital Experience and Technology, the Business Analyst, Digital and Customer Experience (BA) serves as the operational bridge between digital marketing, creative, and engineering development teams. This position is responsible for gathering and translating internal business requirements, customer feedback, and marketing goals into clear, detailed user stories for the engineering backlog. The BA leads the daily execution of website content updates, online video configuration, User Acceptance Testing (UAT), process mapping, and online customer support. They should be obsessed with the digital client journey on our website and on our product, always ensuring there are no details missed or errors overlooked, and always looking for ways to improve using data insights and event tracking to create useful change.

* Primary residence must be in the following states: CA, DC, FL, IL, MA, MI, NC, NJ, NY, NV, OH, OR, PA, TN, TX & WA

Key Job Responsibilities

• Requirement Elaboration: Partner with the Sr Manager of Digital Experience and Technology to translate business needs into detailed user stories, and clear acceptance criteria for engineering delivery. 
• Backlog Execution: Own the drafting, maintenance, and triage of technical tickets in Jira/Asana, ensuring developers have comprehensive reproduction steps, technical context, and screenshots. Collaborate with engineers to complete tasks, according to our definition of done. 

• UAT Ownership: Act as the primary internal tester for new feature releases, system enhancements, and bug fixes across all digital platforms. Work closely with external QA resources to build out thorough and comprehensive manual and automated testing. 
• Defect Management: Triage bugs, track resolution timelines, and verify fix deployments to prevent issues from reaching production environments.

• Marketing Implementation Support: Implement seasonal campaign takeovers, landing page launches, and promotion deployments, ensuring pricing logic, promo triggers, and tracking links perform flawlessly. Work closely with marketing and creative teams to create assets needed for successful campaigns. 
• Online video management: Merchandise online workout videos, collections, and instructors for barre3 online with correct metadata, tagging, and publication dates. Work closely with the production team and their process to ensure all videos are ready for publication. 
• Studio website management: collaborate with new studio opening team to ensure studio locations websites are published and updated with correct studio data and integrations. 
• Journey Audits: Continuously audit digital user journeys (navigation paths, call-to-action buttons, checkout flows, and membership sign-ups) across online.barre3.com and mobile apps to ensure zero broken paths.
• Customer support: manage our customer support inbox through Intercom, troubleshooting issues, responding to feedback, and routing questions to other internal stakeholders. 
• Documentation: update and create clear documentation for internal processes and configurations. 

• Engagement metrics: Create reports in Mixpanel, Excel, or elsewhere to track user behaviors and derive insights to drive growth. 
• Third Party Integrations: Understand digital architecture with third party integrations to understand how data flows from system to system. 
• End to end data management:  Manage our event taxonomy and validate event and properties tracked flow correctly through systems. 
• Segmentation: support Performance Marketing team to create meaningful client segments with tested logic and validation. 
• Voice of customer insights: Analyze user feedback, recurring support ticket trends, and system error logs to recommend actionable platform enhancements and operational efficiencies.

Key Performance Indicators (KPIs)

• Content Deployment Success/Timeliness: The percentage of workouts and content that go live on time and without errors. 
• Requirements Clarity & Completeness: Percentage of user stories delivered to development with full specifications, clear edge cases, and zero requirement ambiguity.
• UAT & QA Defect Deflection: Defect detection rate during pre-production UAT, maintaining near-zero critical path or pricing bugs in production.
• Ticket Triage & Resolution Cycle Time: Speed and accuracy in documenting, prioritizing, and driving technical tickets and vendor support items to resolution.
• Data Accuracy & Journey Health Score: Overall error rate and cleanliness score for user metadata, catalog listings, and digital journey integrity.

Required Qualifications

• Experience: 3+ years of experience as a Business Analyst, Systems Analyst, or Digital Product Coordinator in a marketing technology, e-commerce, or digital subscription environment. 
• Tooling: Direct experience working with ticketing systems (Jira, Asana, Airtable), Content Management Systems, Intercom, customer data platforms (Segment), and reporting tools (Mixpanel).
• Experience with Iterable is preferred.  
• Methodology: Proven experience writing user stories, executing UAT protocols, interfacing with customers, and collaborating across different marketing, operations, and engineering teams. 
• Industry Context: Familiarity with subscription models, franchise ecosystems, or health and wellness platforms is a plus.

• Analytical & Detail-Oriented: Exceptional skill in breaking down complex business requests into granular requirements and catching edge-case flaws.
• Cross-Functional Communication: Outstanding written and verbal communication skills to effectively translate between technical engineering teams and non-technical business stakeholders.
• Process Driven: Disciplined approach to maintaining organized backlogs, structured documentation, and reliable testing workflows.
• Problem Solving & Initiative: Proactive mindset to identify blockers early, recommend practical solutions, and drive tasks to completion.
• Time management: Full autonomy to prioritize daily tasks and meet hard deadlines. 

• Schedule Requirements: Must be available during 8-5pm in your own time zone. Occasional availability may be required to meet needs in other time zones. 

• Core Value Alignment: Embodies barre3 core values: Practice Authenticity, Stronger Together, Love of Learning, Give Generously, and Make It Happen.

ABOUT BARRE3

Barre3 is a fitness company building communities based on body positivity and inclusivity—and this starts with the workplace.

OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION

Community is at the core of barre3, and we believe that a culture of well-being can only thrive when we collectively embrace diversity and inclusion across all races, genders, gender identities, sexual orientations, ages, cultures, religions, abilities, bodies, socio-economic statuses, and experiences. We acknowledge there is more we can do to create an environment in which all people are seen, all voices are valued, and all individuals are treated with compassion, respect, and dignity. We commit to do the work.

WHAT YOU GET:

• A flexible, hybrid working environment, including opportunities to work remotely and at the Portland Home Office
• Generous medical, dental and vision plans
• Paid holidays, sick and vacation time to empower a healthy work-life balance
• A competitive salary with 401k company-matching, because we care about your future
• Free unlimited access to barre3 online and Portland barre3 classes