Senior Business Analyst – Customer Experience

**Job Title: Senior Business Analyst - Customer Experience (CXM)

Location: Fredericton, NB (Remote)

Duration: 12 Months (Possible Extension)
Client: Public Sector (Preferred)**
 

Certifications Required: Professional BA certification (CBAP, PMI-PBA, or similar)
Language Required: French and English language
Pay Rate: C$75-C$85/hr
About the Role

We are seeking an experienced
Senior Business Analyst
to support a large-scale
Customer Experience Management (CXM)
initiative focused on modernizing digital services, case management, and customer-facing platforms.

This is a
senior, enterprise-level role
that combines hands-on delivery with practice development. You will work closely with Agile/DevOps delivery teams while also contributing to enterprise standards, templates, and reusable CXM assets that improve consistency and delivery quality across multiple initiatives.

If you enjoy working at the intersection of
business transformation, technology delivery, and customer experience
, this role offers long-term impact and exposure to complex, meaningful work.
What You'll Do
Delivery & Project Support

• Lead requirements elicitation, analysis, and documentation for complex initiatives
• Collaborate with business and technical stakeholders to translate needs into clear functional requirements
• Support Agile and DevOps delivery through backlog refinement, sprint planning, and release activities
• Develop functional specifications, workflows, fit-gap analyses, and process documentation
• Support system configuration, integration, reporting, and testing activities
• Participate in product demos, planning sessions, and project status meetings

CXM Program & Practice Development

• Contribute to enterprise-level CXM standards, templates, and guidance
• Develop reusable analysis artifacts used by multiple delivery teams
• Capture lessons learned from delivery work and feed improvements back into the CXM practice
• Help define reference workflows, operating models, and best practices
• Promote consistency, quality, and efficiency across CXM initiatives

What We're Looking For
Required Qualifications

• 7+ years of experience as a Business Analyst on business transformation and IT delivery initiatives
• Strong experience with requirements elicitation, process design, and stakeholder engagement
• Experience working in Agile and/or DevOps environments
• Excellent written and verbal communication skills in English

• Ability to work independently in complex, multi-stakeholder environments

• CRM or CXM implementation experience

• Experience with platforms such as Salesforce, Microsoft Dynamics, or Oracle
• Cloud SaaS or PaaS implementation experience
• Public sector or large enterprise experience
• Professional BA certification (CBAP, PMI-PBA, or similar)
• French language skills

If this opportunity matches your experience and career goals, please share your most updated resume for consideration.

As a certified minority-owned business, Pride Global and its affiliates - including Russell Tobin, Pride Health, and Pride Now - are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics.
 

Russell Tobin is a leading minority-owned professional and technical recruitment and staffing advisory organization. We are comprised of specialized practices focusing on a variety of skill sets and industries. Having a depth and breadth of industry expertise, our subject matter experts are able to provide tailored and swift sourcing solutions to fulfill client hiring needs. In other words, we connect top talent with companies. We are the staffing arm of the Pride Global network, a minority-owned integrated human capital solutions firm, with additional offerings in vendor management, payroll programs, and business process optimization.