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Experience Operations Business Analyst

General information


Lowell - Massachusetts - USA, USA - USA - Remote


Customer Delivery/Implementation Services

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Description & Requirements


The Experience Operations (Ex Ops) Business Analyst is responsible for unifying cross-functional processes, data and systems to scale an exceptional customer and employee experience.

The successful candidate has a proven track record of thoughtful project planning, including helping to define objectives, scope, use cases, requirements, analysis, and deployment materials to enable training and change management.

The EX Operations Business Analyst will engage cross-functionally with experts in Marketing, Sales, Professional Services, Support, Cloud Operations, Customer Success, Product, Finance and IT to build positive and productive relationships. The right individual will put our customers first, be curious, open-minded, collaborative, proactive, a critical analytical thinker, excellent communicator, have a positive can-do attitude, and relentless in pursuit of desired outcomes.

Plan and Support
• Plan milestones, activities, status updates and timelines of EX Ops delivery projects
• Provide project support, meeting notes and project updates

Consult and Define
• Engage cross-functionally to interview and map critical data fields and values to the business processes and users dependent on data
• Communicate and translate business use cases and requirements effectively between functional areas
• Partner closely with IT to complete requirements gathering and ensure successful hand-off.
• Provide analytical and valuable insights from huge data sets to guide decision-making processes and improve business processes
• Document and define critical data definitions and create enablement materials to support enterprise data literacy for business audiences
• Define business rules, procedures and permissions required to manage critical data through the customer journey.
• Partner with stakeholders across UKG to shape a data-centric culture
• Inform a holistic data strategy including data standards, roles and a common business vocabulary as enablers to master data management
• Ensure end to end Customer Experience and / or Employee Experience is central to all deliverables

Change Management
• Prepare, present and communicate project updates with broader audience
• Advocate on behalf of business stakeholders to ensure that proposed solutions meet the business requirements and provide a positive user experience
• Execute and participate in User Acceptance Testing while defining test scripts and guide the Business Owners and Developers on expected outcome
• Support the development of enablement materials to support customer-facing teams to adopt and use changes in enterprise systems from CX/EX operational improvements


• 3-7 years of experience in technology product and services related industry
• Proficiency using Salesforce Sales and Service clouds and working knowledge of the underlying data structure
• Solid understanding of data quality issues and ability to recommend best practices for ensuring / validating data quality
• Passion for working in a consultative and hands on manner, to intersect user experience, data, process, analytics, technology, and business value
• Ability to be flexible and adapt to changes, open-minded and curious; positive attitude
• Independently develops project plans and framework but instinctively knows when to check-in and request guidance from manager and experienced team members
• Excellent communication skills, verbal and written, comfortable presenting to large audiences
• Bachelor’s Degree in business, information systems, or relevant field strongly preferred

Corporate overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. 

View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email or please call 1 (978) 250 9800.