Job Description
Job DescriptionRole: Business Analyst (AI Chatbot)
Rate: $50/hour W2
Location: Philadelphia, PA
Schedule: Hybrid
We are seeking a highly analytical Business Analyst to support the strategy, optimization, and delivery of our client’s conversational AI experiences, including an AI Assistant chatbot. In this role, you will uncover insights from transcripts, customer journeys, and cross-channel behavior; translate those insights into clear use cases and requirements; and ensure chatbot features are grounded in data, customer needs, and measurable business value. You will partner closely with Product, Engineering, and Conversational Design teams to define requirements, map end-to-end flows, and support delivery through user stories and UAT to drive continuous improvement across AI-powered interactions. This role is ideal for someone who excels at blending data analysis, customer experience understanding, and structured business requirements to bring high-impact conversational AI features to life.
What You’ll Do
- Define KPIs and success metrics for conversational AI features.
- Conduct deep-dive analysis of transcripts, customer journeys, and cross-channel behaviors to uncover friction points, root causes, and high-impact automation opportunities.
- Evaluate and monitor ongoing intent performance and trends to identify optimization needs, root causes, and emerging use cases.
- Partner with cross-functional teams to synthesize insights across unassisted channels (chatbots, voice) and pinpoint cross-channel integrations and needs.
- Perform competitive and SWOT analysis to benchmark conversational AI experiences and identify strategic gaps.
- Provide data-driven roadmap recommendations based on opportunity size, expected impact, and alignment with business goals.
- Translate analytical findings into clear requirements, user stories, and acceptance criteria in partnership with Product, including documenting end-to-end flows, business rules, and measurement plans.
- Collaborate with Conversational Designers and Authors to refine intents, optimize journeys, and tune prompts based on insights.
- Participate in backlog grooming, story writing, sprint planning, and support UAT cycles to ensure features meet business and conversational requirements.
- Facilitate working sessions with stakeholders to map current and future-state processes, clarify business rules, and document end-to-end conversational flows and decision points.
What You Bring
- 5+ years of experience in business analysis, product analysis, or CX analytics, ideally supporting AI, chatbots, NLP, or digital support tools.
- Demonstrated experience analyzing transcript data, customer journeys, behavioral data, and multi-channel interactions.
- Strong ability to translate insights into requirements, user stories, and structured documentation.
- Familiarity with conversational AI platforms (Google Dialogflow, AKD, AWS Lex, etc.).
- Experience supporting UAT, release validation, and iterative optimization cycles.
- Excellent communication skills and ability to work cross-functionally with engineering, product, design, operations, and analytics partners.
Preferred Skills
- Comfort with data/BI tools.
- Understanding of NLP concepts (intents, entities, utterances, fallback handling).
- Experience with LLM-based conversation analysis, prompt evaluation, or conversational quality assurance.
- Prior experience in B2B digital experiences or telecom is a plus.
- Knowledge of AI ethics, governance, and responsible deployment frameworks.
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