Overview
Experienced Business Analyst/Product Owner – Hybrid (Chicago, IL)
Max Bill Rate: $50+
Position Overview
We are seeking a motivated and experienced Product Owner to support key initiatives aimed at enhancing both customer and employee experiences within Contact Center operations. This role will be central to driving process improvements and implementing innovative solutions that boost operational efficiency and satisfaction. You will work cross-functionally with agile teams on high-visibility, high-value projects.
Key Responsibilities
Serve as the product owner for digital products within Customer Contact Centers
Develop and document business requirements, user stories, and acceptance criteria
Participate in agile ceremonies including sprint planning, reviews, and retrospectives
Collaborate with UX, development, QA, and business stakeholders to align product strategy
Analyze business data and customer insights to inform decision-making
Lead current-state process analysis and define future-state process improvements
Proactively manage dependencies, risks, and timelines across projects
Ensure new products and processes are transitioned effectively to training and change management teams
Monitor project performance and drive enhancements that promote efficiency and productivity
Act as a subject matter expert across customer contact products and services
Required Skills & Qualifications
2–4 years of experience as a Product Owner or Business Analyst
Strong experience developing business requirements and user documentation
Working knowledge of agile development and lifecycle processes
Excellent verbal and written communication skills
Strong understanding of customer and employee service flows
Proven ability to manage projects and solve problems independently
Comfortable with fast-paced, evolving business environments
Proficient in Microsoft Office tools (Word, Excel, Outlook)
Bachelor’s degree in Business, Information Technology, Industrial Engineering, or a related field
Preferred Skills & Certifications
Airline or travel industry experience
Familiarity with NPS, UX collaboration, and data-driven decision-making
Experience with digital process improvements and change management initiatives
Work Schedule & Location
Location: Hybrid – 2–3 days onsite at Chicago, IL
Schedule: 9:00 AM – 5:00 PM CST, Monday through Friday
Remote Flexibility: Partial, based on project and team needs