Sr. Business Analyst, Digital Transformation & Technology
Chick-fil-A, Inc. ('Chick-fil-A' or 'the Company') Staff members play a vital role in achieving our strategic goals by developing their skills, fostering inclusive teamwork, and embracing innovation. All Staff are expected to contribute to a compelling future by inspiring and motivating those around them.
Growth and development are essential at Chick-fil-A. We want Staff to seek new perspectives and adopt new methods to drive continuous improvement and adaptation to evolving business needs. Lastly, we ask Staff to seek wisdom, expect the best, accept responsibility, respond with courage, and think others first.
Our Flexible Futures Model offers a healthy mix of working in person (currently a minimum of 8-10 days per month) and virtually, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.
Overview:
The Senior Business Analyst serves as a subject matter expert for all Direct-to-Consumer (D2C) Channels, including the Chick-fil-A app on Android & iOS, and Web Ordering, possessing a deep understanding of each platform's unique nuances and challenges while focused on offers, rewards, tiers, and campaign-based features that drive the Chick-fil-A One loyalty program.The role will gather requirements, create documentation, implement changes of considerable complexity, setting up and measuring the performance of changes, and demonstrating leadership within their team and with cross-functional partners.
This role also requires technical acumen, including working knowledge of APIs and platform capabilities and constraints, experimentation expertise, independent communication with both functional and technical partners, offering process improvement recommendations to enhance restaurant support across all D2C channels.
Additional Function Specific Duties:
- Analyze and evaluate the current business processes; leveraging data and AI insights (at times) to identify areas of improvement
- Gather requirements, create documentation and resources for system implementations, changes, and issues
- Collaborate and interact with developers, stakeholders, system architects and various subject matter experts to manage the implementation of changes and issue resolution
- Manage the relationship and demystify technology for business partners
- Manage support and maintenance of Direct to Consumer Channels
Responsibilities:
- Own end-to-end techno-functional delivery for Loyalty-owned initiatives, including requirements definition, solution design, configuration strategy, testing, documentation, and operational support
- Serve as the primary technical subject matter expert for offers, promotions, tiers, rewards, and campaign-based features within D2C
- Partner with Marketing, Channel (Apps and Web), Product, and Engineering teams to deliver accurate, scalable, and guest-centric digital experiences
- Support and resolve high-complexity, production-impacting issues with loyalty program.
- Influence technical strategy, lifecycle planning, and adoption of Loyalty services by proactively identifying risks, dependencies, and downstream impacts
Required Qualifications (Knowledge, Skills, & Abilities):
- Agile experience and rapid understanding of technical systems.
- Translate business needs into clear functional and technical requirements.
- Strong analytical skills with sound judgment in ambiguity.
- Drives cross functional teams and leaders to decisions.
- Clear written and verbal communicator with strong interpersonal skills.
- Self directed, collaborative contributor focused on outcomes.
- Experience with Miro, Jira, Confluence, Atlassian.
- Experience with UX/UI (Figma).
Preferred Qualifications (Knowledge, Skills, & Abilities):
- Strategic understanding of how organizational, brand, and product strategies ladder up to inform prioritization.
- Proven ability to influence stakeholders in and outside of department.
- Proactive in identifying risks and documenting them early to enable planning.
- Willing to challenge teams toward better outcomes.
- Experience as a thought partner to Product leaders, going beyond executing requirements.
- Experience working with API's.
- SQL Queries.
- Experience using Databricks.
- Experience with AI tools.
Required Years of Experience: 1
Preferred Years of Experience: 4
Travel Requirements: 10%
Required Level of Education: Bachelor's degree or equivalent experience
Preferred Level of Education: Bachelor's Degree
Preferred Major/Concentration: Technical field of study
Relocation Assistance Provided: No