Senior Business Analyst, People Solutions

About IntouchCX
 

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About the Job

The Senior Business Analyst, People Solutions is a high-leverage, senior role designed to act as a trusted partner in global People projects. Operating in a dynamic and often ambiguous work environment, this individual takes extreme ownership of project lifecycles, translating high-level organizational challenges into built-for-purpose and structured solutions.

The primary mission of this role is to bridge the gap between people strategy and execution, partnering directly with the leaders of HR and Recruiting functions to co-create, implement, and reinforce process improvements, innovative solutions, and system implementations. With a large focus on project management and delivery, this role pulls people leadership out of the operational weeds and enables the department to scale its strategic impact.

As a Senior Business Analyst, People Solutions, You Will…

• Lead large-scale initiatives from initial stakeholder discovery through requirements gathering, system design, and final rollout, ensuring project milestones are met with absolute precision.
• Champion the human side of technology and process transformations. Build, execute, and monitor comprehensive change adoption plans, ensuring that teams are trained, communications are clear, and end-users fully adopt new systems.
• Establish a strict post-launch governance framework. Monitor compliance, audit usage, collect ongoing user feedback, and actively address bottlenecks to ensure that solutions are successfully transitioned into the business.
• Act as a partner to HR Operations and Recruiting Operations leaders, and other functional leaders as necessary. Collaborate to map out their pain points and identify high-value opportunities for process improvement, AI/automation solutions, and technology integrations.
• Translate complex functional requirements into clear, actionable technical specifications for our Product, AI, and other technical teams.
• Independently coordinate across diverse teams, line managers, and external partners, acting as the primary, unified point of contact to minimize organizational friction and streamline communication.
• Elicit, validate, and document business, process, and data requirements using modern techniques such as user story mapping, focus groups, and workshops.
• Map existing workflows horizontally across regions to identify inconsistencies, remove redundancy, and implement centrally managed, standardized best practices that save administrative hours and budget.
• Support the design, rollout, and optimization of manager and employee self-service capabilities (e.g., employee portals, virtual agents), providing training and clear guidance to maximize organizational self-sufficiency.
• Partner with the analytics team to track key performance indicators (KPIs), process metrics, and adoption trends through visual scorecards and dashboards.
• Conduct systematic reviews and root-cause analyses on operational pain points (e.g., such as attrition spikes or process delays) to design targeted, evidence-based interventions.
• Manage and maintain comprehensive process documentation, standard operating procedures, and compliance workflows to ensure data integrity and audit readiness.

As a Senior Business Analyst, People Solutions, You Need…

• Bachelor’s degree in Business Administration, Human Resources, Management Information Systems, or a related field. Relevant certifications (e.g., CBAP, PMP, Scrum Master, or Change Management) are a strong asset but not required.
• 5+ years of progressive experience in business analysis, project management, or operations consulting, specifically partnering with HR or Talent Acquisition departments.
• Project Management Methodologies: Proven experience with implementations that leverage project management, agile development, change management, and other relevant frameworks.
• Comfort working with core enterprise HR systems (ATS, HRIS, etc.) and modern collaboration/automation tools (process mapping tools, generative/agentic AI platforms, etc.)
• Proven ability to drive deliverables, navigate organizational challenges, and resolve complex roadblocks with high autonomy and minimal supervision.
• High adaptability to both structured and unstructured environments, with strong initiative to conduct initial discovery, formulate execution strategies, and deliver iterative solutions.
• In-depth functional understanding of HR, recruiting, candidate funnels, and shared services workflows, paired with technical acumen in leveraging ATS, HRIS, and AI automation to optimize operations.
• Strong collaborative capabilities with a track record of guiding, mentoring, and upskilling junior team members to elevate overall departmental performance.

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.

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