Business Systems Consult III Lead

Lead a customer-focused team of business analysts and consultants who connect business needs, customer experience, and technology solutions. As a Business Systems Consultant III Lead –Customer Experience, you’ll have formal people-management responsibilities, develop talent, establish quality standards, and partner with product owners, project managers, UX designers, solution architects, engineering, operations, and technology leaders to align priorities, capacity, resources, and delivery. You’ll ensure the team consistently produces high-quality analysis and digital solutions that improve measurable customer, delivery, and business outcomes.

WHAT WE CAN OFFER YOU:

• Estimated salary: $115,000 to $130,000 plus annual bonus opportunity.
• 401(k) plan with a 2% company contribution and 6% company match.
• Work-life balance with vacation, personal time and paid holidays. See our benefits and perks page for details.
• Applicants for this position must not now, nor at any point in the future, require sponsorship for employment.

WHAT YOU'LL DO:

• Lead and develop business analysts and consultants through hiring, onboarding, coaching, performance management, career development, engagement, and succession planning.
• Set and reinforce quality standards for discovery, workshops, requirements, customer journeys, process models, backlog refinement, content, testing, traceability, and solution validation.
• Hold the team accountable for timely, complete, high-quality work aligned with established role expectations and delivery commitments.
• Coordinate with delivery leaders by partnering with product owners, project managers, solution architects, and the Information Systems Manager on priorities, capacity, resources, dependencies, risks, and execution.
• Guide complex analysis from discovery through delivery, ensuring customer and business needs are translated into clear, scalable digital solutions.
• Champion the customer experience by ensuring analysts connect research, journey insights, business goals, operational data, accessibility, usability, and technical constraints.
• Improve team capability and outcomes by defining common methods, templates, and reusable practices; calibrating work quality; identifying capability gaps; creating development plans; and using feedback, governance, and root-cause analysis to drive continuous improvement.
• Lead through influence across organizational boundaries, creating alignment among product, UX, architecture, engineering, operations, technology, and business partners without relying solely on positional authority.

WHAT YOU’LL BRING:

• Bachelor’s degree or equivalent experience, plus significant progressive experience in business analysis, product analysis, process analysis, digital delivery, customer experience, or a related discipline, including hands-on experience performing work comparable to the Business Systems Consultant role.
• Demonstrated readiness to assume leadership through formal people- management and HR responsibilities, including hiring, performance management, employee development, engagement, succession planning, and employee matters. Prior formal leadership authority is not required, but candidates must demonstrate leadership by leading complex initiatives, mentoring and developing others, setting standards, improving practices, resolving cross-functional issues, facilitating decisions, and influencing outcomes without direct authority.
• Substantial prior experience performing a meaningful portion of customer-experience business analysis across discovery, requirements, process and journey analysis, UX collaboration, content and workflow definition, solution validation, and outcome evaluation.
• Proven success leading complex, cross-functional initiatives from discovery through delivery, establishing standards, building team capability, and connecting analysis and solution decisions to measurable customer, delivery, and operational outcomes.
• Strong understanding of customer-centered design, accessibility, usability, and Agile product delivery, with working knowledge of automated testing, JSON, and frameworks such as Playwright, Karate, or Selenium and sufficient technical depth to guide the team and partner effectively with engineering and QA.
• You promote a collaborative culture, value different ideas and opinions, and listen courageously, remaining curious in all that you do.
• Able to work remotely with access to a high-speed internet connection and located in the United States or Puerto Rico.

PREFERRED:

• Experience leading teams that support customer-facing digital products or enterprise experience platforms.
• Knowledge of design thinking, service design, customer research, usability testing, BPMN, journey mapping, or service blueprints.
• Experience with content management, workflow, structured content, information architecture, APIs, JSON, integrations, or digital analytics.
• Experience in insurance, financial services, or another regulated environment.

We value unique experience, skills, and passion for innovation. If your experience aligns with the listed requirements, please apply!

If you have questions about your application or the hiring process, email our Talent Acquisition area at . Please allow at least one week from time of applying if you are checking on the status.

Stay Safe from Job Scams

[REDACTED] only accepts applications from [REDACTED]. Legitimate communications will come from '[REDACTED].' We never request sensitive information or extend job offers without conducting interviews. For more details, check our Hiring FAQs. Stay alert for scams and apply securely!

Hiring Policies and Legal Notices

Salary: C26 | Pay Scale: 100 C26 - Annual

Originally posted on [REDACTED]