Business Analyst – Customer Communication Management

About the role

The Business Analyst – Customer Communication Management (CCM) will join the Customer Communications & Experience (CCX) team to support modernization initiatives for leading Canadian financial institutions, insurers and enterprise clients. Working in a hybrid setting, you will act as the bridge between business stakeholders, product owners, operations and technology delivery teams to design and deliver compliant, omnichannel communication solutions.

Key responsibilities

• Gather and document business requirements for print and digital customer communications, including statements, regulatory notices and marketing materials.
• Create and maintain BRDs, functional specifications, process flows, use cases, data‑mapping documents and user stories with clear acceptance criteria.
• Collaborate with product owners, architects, developers, QA and operations throughout the project lifecycle to ensure solutions are scalable and meet accessibility and regulatory standards.
• Facilitate stakeholder workshops, solution reviews and requirement walkthroughs while managing competing priorities.
• Support workflow automation, API integration and data‑mapping activities for omnichannel document delivery.

Required profile

• Minimum 6 + years of business analysis experience in enterprise technology environments.
• Proven ability to lead requirements‑elicitation sessions, process‑mapping and user‑story development.
• Experience delivering customer communication or document‑management projects for financial, insurance or large‑enterprise clients.

Required skills

• SQL fundamentals
• JIRA
• Azure DevOps
• BPMN / Visio process modelling
• API integration
• Quadient Inspire, OpenText Exstream, SmartCOMM, xPression, Documaker
• Agile / Scrum delivery