Business Analyst – Customer Communication Management (CCM)

Job Title: Business Analyst Customer Communication Management (CCM)

Location: Mississauga, ON; Hybrid (3 days/week in office)

Assignment Length: 12 Months (Extendable)

Years of Experience: 6+ Years

Detailed Job Description

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.

The candidate will work closely with Product Owners, Architects, Developers, QA teams, Operations teams, and client stakeholders throughout the project lifecycle to ensure business requirements are translated into scalable and compliant technology solutions.

Top 3 Required Skills

• Business Analysis & Requirements Management
• 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.
• Strong experience creating:
• BRDs
• Functional Specifications
• Process Flows
• Use Cases
• Data Mapping Documents
• User Stories and Acceptance Criteria
• 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 and Digital Delivery Processes
• Experience with communication modernization initiatives.
• 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 requirements walkthroughs while managing competing priorities.

Top 3 Preferred Skills

• CCM Platform Experience

Experience With One Or More Of

• Quadient Inspire
• OpenText Exstream
• SmartCOMM
• xPression
• 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

Business Analysis & Requirements Management

• 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.

Customer Communication Management

• Analyze communication processes involving:
• Statements
• Customer Correspondence
• Regulatory Communications
• Marketing Communications
• Print & Digital Customer Communications
• Support implementation and enhancement of CCM platforms and communication workflows.
• Ensure compliance with branding, accessibility, customer experience, and regulatory requirements.

Solution Delivery & Project Support

• Collaborate with Architecture, Development, QA, Product, and Operations teams.
• Participate in Agile ceremonies.
• Review solution designs and impact assessments.
• Validate business acceptance criteria.
• Support testing, UAT, change management, and release activities.

Governance & Compliance

• Ensure adherence to:
• Privacy requirements
• Accessibility standards
• Regulatory obligations
• Audit requirements
• Symcor PMM and SDLC processes
• Support governance documentation and process improvement initiatives.

Education Requirements

• Bachelor's Degree in:

Business Administration

Information Systems

Computer Science

Engineering

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