Description

Position Summary

The Lead Business Systems Analyst serves as the single accountable owner for business outcomes, product strategy, roadmap execution, and delivery coordination across one or more Contact Center product domains.

The Lead BSA partners with business leaders, technology leaders, architects, engineers, operations teams, vendors, and executive leadership to ensure technology investments deliver measurable business value, improve customer experience, reduce operational effort, and support Huntington's strategic objectives.

The position is responsible for translating business strategy into executable roadmaps while ensuring teams remain focused on delivering outcomes rather than simply completing projects.

Primary Responsibilities

Product Ownership & Business Value Delivery

• Own the technology roadmap for an assigned Contact Center product domain.
• Serve as the primary relationship manager for aligned business partners.
• Understand business objectives, challenges, opportunities, and strategic priorities.
• Translate business goals into actionable technology initiatives.
• Ensure all work items are aligned to measurable business outcomes.
• Drive prioritization decisions based on value, risk, regulatory requirements, customer impact, and operational efficiency.
• Define success metrics and monitor realized business value after deployment.

Strategic Planning & Roadmap Management

• Develop and maintain multi-quarter product roadmaps.
• Identify opportunities for automation, self-service, AI, analytics, and process optimization.
• Maintain alignment between business priorities and technology investment strategies.
• Present roadmap recommendations to senior leadership.
• Balance short-term delivery commitments with long-term strategic objectives.
• Ensure dependencies, risks, resourcing needs, and critical milestones are actively managed

Business Analysis Leadership

• Lead discovery sessions with business and technology stakeholders.
• Facilitate requirements gathering, process mapping, and future-state design activities.
• Oversee development of:
  • User stories
  • Acceptance criteria
  • Process flows
  • Business requirements
  • Business cases
  • Operational readiness documentation
  • Ensure requirements are complete, actionable, and aligned with strategic objectives.
  • Mentor Business Analysts and team members on best practices.

Delivery Leadership

• Drive delivery from concept through production deployment.
• Coordinate efforts across:
  • Architects
  • Engineers
  • QA Teams
  • Product Engineering Managers
  • Operations Teams
  • Vendors
  • Business Stakeholders
  • Facilitate planning, estimation, dependency management, and release readiness.
  • Escalate risks and blockers proactively.
  • Hold teams accountable for commitments and delivery outcomes.

Stakeholder Management

• Act as the trusted advisor for assigned product areas.
• Build strong relationships across business and technology organizations.
• Facilitate executive-level discussions regarding priorities, risks, budgets, and delivery plans.
• Influence decisions across multiple teams without direct authority.
• Communicate effectively with executive, operational, and technical audiences.

Governance & Operational Excellence

• Ensure initiatives follow enterprise governance standards.
• Support architecture review processes.
• Maintain visibility into financial impacts, risks, dependencies, and delivery status.
• Drive issue resolution and continuous improvement activities.
• Support vendor management and strategic partner relationships.
   

Leadership Expectations

• Think like a Product Owner.
• Act like a Delivery Leader.
• Analyze like a Business Architect.
• Communicate like an Executive.
• Influence without authority.
• Challenge assumptions with data.
• Drive accountability across teams.
• Own outcomes, not activities.
• Ensure technology investments produce measurable business results.

Basic Qualifications

• Bachelor’s degree in information technology, Business, Finance, Engineering, or related discipline.
• 8+ years of Business Analysis, Product Management, Program Delivery, or Technology Leadership experience.

Preferred Qualifications

• Experience leading large, cross-functional technology initiatives.
• Strong executive communication and presentation skills.
• Demonstrated ability to influence senior stakeholders.
• Experience managing competing priorities across multiple product lines.
• Strong analytical, problem-solving, and strategic planning skills.

• Experience with Contact Center technologies including Genesys Cloud CX.
• Banking or Financial Services experience.
• Experience supporting digital transformation programs.
• Agile, SAFe, CBAP, PMI-PBA, Product Management, or Scrum certifications.
• Experience with AI, automation, APIs, analytics, and customer experience technologies.

Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)

Workplace Type:

Our Approach to Office Workplace Type

Certain positions outside our branch network may be eligible for a flexible work arrangement. We’re combining the best of both worlds:  in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work arrangements will be provided by the hiring team.

Huntington is an Equal Opportunity Employer.

Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.

Note to Agency Recruiters:  Huntington Bank will not pay a fee for any placement resulting from the receipt of an unsolicited resume.  All unsolicited resumes sent to any Huntington Bank colleagues, directly or indirectly, will be considered Huntington Bank property. Recruiting agencies must have a valid, written and fully executed Master Service Agreement and Statement of Work for consideration.