Job Specifications
About the Opportunity
Experience Advisors (XA) is seeking an Intermediate to Senior Business Consultant to support a major digital experience transformation initiative. This work is focused on re-designing reporting capabilities and advancing functionality as part of a broader digital-first service strategy. The role will contribute to both implementation planning and discovery work that will shape the future digital experience across channels. This is an ideal opportunity for a consultant who brings strong business analysis and facilitation skills, experience working in complex service environments, and a creative lens for improving customer and operational experiences.
In this role, you will:
Lead and contribute to work across problem analysis, options assessment, requirements gathering, process mapping, and business documentation.
Support implementation planning for digital experience enhancements, including detailed business requirements and business enablement activities.
Facilitate workshops and working sessions with operational stakeholders, business partners, and technical solution leads.
Assess current and future state processes and help identify opportunities to optimize customer and business outcomes across channels.
Contribute to discovery and design activities related to online reporting and post-reporting experiences that help move activities forward efficiently.
Evaluate stakeholder impacts and change considerations, and help bring structure and momentum to complex cross-functional initiatives.
About the Role & Responsibilities
Focus Area
Problem Analysis & Options Assessment
Requirements & Process Design
Implementation & Business Enablement
Stakeholder Engagement & Workshop Facilitation
Discovery & Experience Improvement
Change Impact & Cross-Functional Coordination
What You’ll Do
Lead analysis of current and future state digital experiences, with a focus on identifying pain points, service gaps, and opportunities for improvement.
Develop and assess options that support better customer, operational, and digital outcomes across reporting and tracking journeys.
Gather, document, and refine business requirements, user needs, and process flows that support implementation planning and solution design.
Create clear process maps, business documentation, and supporting materials that align operational needs with technical delivery.
Support the implementation phase of digital experience initiatives by helping define detailed requirements, business rules, and readiness activities.
Contribute to business enablement planning so new capabilities can be adopted effectively across teams and channels.
Facilitate workshops and working sessions with operational leaders, subject matter experts, and technical solution teams.
Build alignment across stakeholders, surface key decisions, and help move complex initiatives forward with clarity and momentum.
Contribute to discovery activities that shape the future of online reporting and related post-reporting experiences.
Explore how service experiences can be optimized across digital and non-digital channels to better support customers as their journeys progress.
Assess stakeholder impacts, business implications, and change considerations associated with new processes, tools, and service experiences.
Work across cross-functional teams to connect strategy, design, operational needs, and delivery planning into cohesive outputs.
About You
5+ years of experience in business consulting, business analysis, service design, transformation delivery, or related roles in complex organizations.
Demonstrated ability to lead and support deliverables such as problem definition, options analysis, requirements documentation, workshop facilitation, and process mapping.
Strong experience working with cross-functional teams, including operational and technical stakeholders, to move initiatives from discovery into implementation.
Experience supporting digital service, claims, insurance, or customer experience-related initiatives is strongly preferred.
Strong written and verbal communication skills, with the ability to synthesize ambiguity into clear recommendations and actionable outputs.
Comfortable operating at both strategic and detailed levels, with the ability to bring creativity, structure, and sound judgment to evolving workstreams.
Bachelor’s degree in Business, Public Administration, Communications, Design, or a related discipline is considered an asset.
Your Core Competencies
Competency
Business Analysis & Requirements
Process Design & Service Improvement
Stakeholder & Workshop Leadership
Implementation & Business Enablement
Claims / Insurance Domain Knowledge
Strategic Thinking & Communication
Skill Depth
Problem definition · Options assessment · Business requirements gathering · Documentation development
Current/future state mapping · Journey/process analysis · Cross-channel experience improvement
Worksho
About the Company
CSPN is a leading provider of training programs, consulting services, and networking opportunities, designed to empower organizations and harness the competitive advantage of delivering exceptional customer experiences. We know that your organization’s success starts with your employees. To help employees be great at what they do, we have mapped out a Learning Journey that has over 50+ courses on customer service/ experience, sales, management, leadership and personal excellence, all to ensure that your team is performing at...
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