Role Summary 

The CX IPA Business Analyst plays a key role in ensuring the success of Intelligent Process Automation (IPA) solutions by bridging customer needs with operational capabilities. This customer-facing position is responsible for requirements gathering, UAT coordination, and performance tracking of IPA initiatives. The Analyst will also contribute to strategic backlog management, intake evaluation, and benefit realization, ensuring automation value is consistently captured and communicated. 

The position sits within the IPA Operational Services team and works closely with Customer Care, Solution Delivery, Product Management, and Engineering to enhance customer experience through automation.

Responsibilities  

Customer Engagement 

Partner with Sr. IPA Analyst to serve as a liaison between customers and internal stakeholders, including IPA Development, Product, and QA teams.  Participate in onboarding and expansion efforts for new and existing customers.  Validate and track customer feedback after implementation to inform continuous improvement.  Collaborate with Product to shape and execute customer communication strategies. 

Business Analysis 

Document current (“as-is”) and future (“to-be”) state workflows, process design documents, and automation requirements.  Lead or support requirement gathering sessions with both internal teams and external customers.  Identify and evaluate automation opportunities aligned with business value and platform capabilities. 

Test Coordination & UAT 

Coordinate and execute User Acceptance Testing (UAT), and document results and remediation plans.  Drive stakeholder signoff for both UAT and Production Readiness Decisions (PRDs). 

Automation Intake & Prioritization 

Manage the intake of automation ideas from cross-functional teams and customer feedback loops and collaborate with Development and Product to evaluate feasibility, implementation effort, and technical considerations as per prioritization.  Work with Product and Engineering to evaluate and prioritize automation backlog items based on business impact. 

Performance Tracking & ROI Reporting 

Track and analyze performance metrics and realized benefits (e.g., time savings, error reduction) for deployed automations.  Compare outcomes against initial business cases and report findings to stakeholders. 

Knowledge Management & Enablement 

Maintain and update shared documentation such as FAQs, templates, and self-service guides.  Conduct regular enablement sessions, walkthroughs, and training with internal teams to reinforce resolution processes, SOPs, and best practices for leveraging automation solutions effectively. 

Cross-functional Collaboration 

Coordinate with Solution Delivery on customer implementation timelines, deliverables, and scope expansion.  Partner with Product and Engineering to align roadmap planning, backlog health, and delivery expectations. 

Continuous Improvement Advocacy 

Proactively identify process inefficiencies or system friction points in the automation lifecycle.  Recommend operational or tooling improvements to enhance scalability and customer experience. 

Required Qualifications 

6-8 years of experience in business analysis or operations, with a focus on customer-facing technology or automation initiatives.  Hands-on experience with Intelligent Automation platforms (e.g., UiPath, Automation Anywhere).  Proven ability to write process documentation (e.g., BRDs, PDDs, flow diagrams).  Strong stakeholder engagement, communication, and presentation skills.  Experience leading UAT cycles and driving business signoff.  Skilled in interpreting and reporting on business performance metrics. 

 Preferred Qualifications 

Experience in healthcare supply chain technology, services, or data operations.  Familiarity with GHX’s Exchange platform or similar B2B environments.  Understanding of Agile delivery models and automation development lifecycle.  Exposure to AI/ML concepts, intelligent document processing, and OCR.  Ability to work overlapping hours with U.S.-based teams.