Business Analyst – Customer Communication Management (CCM)
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Key skills for this role
About the Role
J&M Group is seeking a Business Analyst with 6+ years of experience to support customer communication modernization initiatives for financial institutions. The role involves acting as a liaison between business and technology teams to define and deliver CCM solutions across print and digital channels.
Key Skills for This Role
Responsibilities
- Lead requirements gathering workshops with business and technology stakeholders
- Document business, functional, non functional, regulatory, and reporting requirements
- Perform gap analysis between current state and future state communication processes
- Create process maps, workflow diagrams, user stories, and business rules
- Analyze communication processes involving statements, customer correspondence, regulatory communications, marketing communications, and print & digital customer communications
- Support implementation and enhancement of CCM platforms and communication workflows
- Collaborate with Architecture, Development, QA, Product, and Operations teams
- Participate in Agile ceremonies
- Ensure adherence to privacy requirements, accessibility standards, regulatory obligations, and audit requirements
Requirements
- 5+ years of Business Analysis experience in enterprise technology environments
- Expertise in requirements elicitation, stakeholder workshops, process mapping, user story development, business rules definition, and requirements traceability
- Experience supporting Customer Communication, Customer Experience, Document Management, or Digital Communications platforms
- Strong communication and stakeholder management capabilities
- Bachelor's Degree in Business Administration, Information Systems, Computer Science, Engineering, or related field
Full Job Posting
Job Overview
- The Business Analyst Customer Communication Management (CCM) will play a key role in Symcor's Customer Communications & Experience (CCX) organization, supporting customer communication modernization initiatives for leading Canadian financial institutions, insurance companies, and enterprise clients.
- The successful candidate will act as a liaison between business stakeholders, product teams, operations, and technology delivery teams to define, document, and deliver customer communication solutions across print and digital channels.
- The role will focus on customer correspondence, statement generation, regulatory communications, omnichannel document delivery, accessibility compliance, workflow automation, and customer experience transformation.
Top 3 Required Skills
- Business Analysis & Requirements Management: 5+ years of BA experience in enterprise technology environments; expertise in requirements elicitation, stakeholder workshops, process mapping, user story development, business rules definition, and requirements traceability; strong experience creating BR
- Customer Communication Management (CCM) Domain Experience: Experience supporting Customer Communication, Customer Experience, Document Management, or Digital Communications platforms; understanding of Customer Correspondence, Statement Generation, Regulatory Notices, Marketing Communications, Print
- Stakeholder & Project Delivery Management: Strong communication and stakeholder management capabilities; experience working with Product Owners, Business Partners, Operations Teams, Technology Teams, Vendors, and Client Stakeholders; ability to facilitate workshops, solution reviews, and requirement
Top 3 Preferred Skills
- CCM Platform Experience: Experience with Quadient Inspire, OpenText Exstream, SmartCOMM, xPression, or Documaker.
- Agile Delivery & Tooling: Agile/Scrum delivery experience; JIRA; Azure DevOps; User Story Management; Backlog Grooming; Sprint Planning.
- Process & Data Analysis: BPMN / Visio Process Modelling; SQL Fundamentals; Data Mapping; Interface Analysis; API Integration Understanding; UAT Support.
Key Responsibilities
- Lead requirements gathering workshops with business and technology stakeholders.
- Document business, functional, non functional, regulatory, and reporting requirements.
- Perform gap analysis between current state and future state communication processes.
- Create process maps, workflow diagrams, user stories, and business rules.
- Maintain requirements traceability throughout the SDLC lifecycle.
- Analyze communication processes involving statements, customer correspondence, regulatory communications, marketing communications, and print & digital customer communications.
- Support implementation and enhancement of CCM platforms and communication workflows.
- Ensure compliance with branding, accessibility, customer experience, and regulatory requirements.
- Collaborate with Architecture, Development, QA, Product, and Operations teams.
- Participate in Agile ceremonies.
- Review solution designs and impact assessments.
- Validate business acceptance criteria.
Education Requirements
- Bachelor's Degree in Business Administration, Information Systems, Computer Science, Engineering, or related field.
Preferred Certifications
- CBAP, PMI PBA, Agile Business Analyst, Scrum Certification, SAFe Certification.
Industry Experience Preferred
- Banking, Financial Services, Insurance, Payments, Customer Communications, Digital Experience Platforms, Regulatory Communications.
Nice to Have Domain Experience
- Canadian Banking, Customer Experience (CX) Transformation, Omnichannel Communication Platforms, Print & Mail Operations, Accessibility Programs (AODA), Accessible Canada Act Compliance, Customer Journey Mapping, Document Presentment & Archival Solutions, Workflow Automation Platforms.
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