**Background:** The healthcare industry faces many problems – affordability, substandard customer service and inconsistency in care quality, and is not designed around the customer needs, leading to a subpar service experience. Despite encouraging improvements in treatment innovation, the delivery of care is inconsistent, resulting in variations in the quality of care that further compound these problems. We must reimagine a system that is built around the needs of the people we serve with high-value solutions to these pain points. Baylor Scott and White Health (BSWH) is building a customer-focused strategy to solve these problems. We are innovating products and services as a part of Baylor Health Enterprises, an internal startup within the health system. The Customer Solutions team serves as a major growth engine for responsible for developing and launching new digital customer solutions. Customer Solutions generates growth from innovative “white space” opportunities, with a special emphasis on ideas that span digital and traditional in-person channels. The Customer Solutions team enjoys unparalleled access to the executives at BSWH, major investors, and cutting-edge startups across the industry. Entrepreneurial-minded candidates will find a challenging environment, a supportive team and an opportunity to develop a broad skillset while affecting meaningful change in health care. We are looking for people to join this exciting new team who are passionate problem solvers that want to develop a new paradigm to transform how customers are served. **Position Summary:** The Business Analyst will be a critical member of the Behavioral Health product team, responsible for overseeing its development and implementation. They will track key metrics and OKRs and troubleshoot any issues that may arise during the creation and commercialization process, and will be responsible for day-to-day product operations post-launch. This role requires a customer-focused, strategic, and tech-savvy communicator who strives to improve the healthcare experience for customers. The Business Analyst will report to the Product Leader and will have a high visibility to the Customer Solutions leadership team. This is an exciting opportunity to be part of an innovative team that is changing the status quo in how a healthcare provider goes to market and provides an environment that stimulates professional growth. The products and services built by the Customer Solutions business will have a direct impact on solving the healthcare complexities and easing hardships endured by customers. **SALARY** The pay range for this position is $25.14 (entry-level qualifications) - $42.11 (highly experienced) The specific rate will depend upon the successful candidate’s specific qualifications and prior experience **Jobs to Be Done:** 1. Monitor and analyze performance to continually improve products · Actively identify and resolve issues and risks, communicating impact and recommended resolutions to leadership · Troubleshoot and resolve issues associated with technology, application, or product feature that impacts customer experience, by coordinating with the digital and in-person teams · Monitor and analyze product performance and competitive environment · Measure OKRs 2. Execute the product roadmap to deliver solutions that are aligned with product strategy and organizational objectives · Participate in agile team to develop features and user stories, determine downstream operational and technical impacts as well as advocate for product needs · Responsible for scripting, data pulling and compiling, and executing the data workflows · Set and execute sprint goals and communicate with leadership to ensure prioritization aligns with business objectives · Support project management processes including stakeholder training and communication, risk management, status updates and project plans 3. Support the team in efficient product development · Collaborate with Product Manager to understand and support the development of the product vision, strategic product direction, and product roadmap · Build detailed workflows based on the product roadmap · Support the Product Manager to work with internal stakeholders (e.g. digital, operations, finance) to understand use cases, assess costs and feasibility · Engage subject matter experts on the agile team to scope and define technical work to support the product roadmap and operational processes · Maintain a deep understanding of the problem space, competitors, and industry · Develop communications and materials to represent the product to stakeholders **Success Factors:** 1. Successful product releases which address a customer problem with a positive customer experience 2. Structured approach to troubleshooting and escalating problems as they arise 3. Proper governance of the product development 4. Strong written and verbal communication skills, including developing presentations **Preferred Candidate Profile:** + Three to four years of professional experience in management consulting, digital product management, product operations, or similar roles in healthcare + Prior experience in a healthcare organization or health-related startup or tech-enabled services environment + Strong program management skills and ability to collaborate with multiple stakeholders to drive a process forward + Excellent organization and time management skills + Exhibits a growth-mindset; can be nimble, is able to continuously test, learn, iterate, and pivot to meet customer needs + Embraces ambiguity and thrives in a startup environment + Ability to travel to Dallas 1 week/month **QUALIFICATIONS** + EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification + EXPERIENCE - 2 Years of Experience As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviours that we promote to our patients. As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products. We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.