About this role
The Senior Business Analyst, Customer AI Automation advances United's retail AI automation by designing and implementing scalable AI solutions across voice, chat, and future channels. The role partners with cross-functional teams to define AI strategy, translate business requirements into conversational and voice automation specifications, measure AI performance, and support adoption and governance.
Skills for this role
Conversational AIVoice AutomationAI AgentsAgentic SolutionsCustomer Journey MappingContact Center OperationsIVR SystemsBusiness AnalysisProduct ManagementRequirements GatheringFunctional SpecificationsKPI DefinitionData AnalysisA/B TestingExperimentation FrameworksExcelSQLData VisualizationTableauPower BIAgileScrumJiraADOLangChainLangGraphResponsible AIAI GovernanceBias MitigationStakeholder Management