We’re looking for a Senior Business Analyst Consultant to support the development and optimization of a Customer Communications/Document Composition Center of Excellence. In this role, you’ll partner across marketing, IT, operations, and external teams to help deliver accurate, timely, and scalable communication solutions that support a variety of products and services.

Responsibilities

• Support the development and ongoing improvement of a Customer Communications/Document Composition Center of Excellence
• Serve as a subject matter expert for the CCM platform and related processes
• Collaborate with marketing leaders, IT, and cross-functional stakeholders to define and deliver business and platform requirements
• Help build a scalable, cost-effective communication platform that supports business needs
• Track quality and performance measures tied to communication accuracy and timeliness
• Review end-to-end communication workflows to identify issues and recommend improvements
• Partner with teams supporting consumer data management, outreach, print fulfillment, email/SMS operations, creative design, client services, and external vendors
• Contribute to the maintenance and optimization of communication deliverables and campaign execution

Skills

• Business analysis experience in a professional environment
• Background in document composition or customer communications platforms
• Ability to work effectively with cross-functional teams and stakeholders
• Strong analytical skills with attention to quality, process, and detail
• Clear communication and collaboration skills
• Ability to manage priorities in a fast-paced, evolving environment
• Experience supporting process improvement and operational efficiency

Preferred Skills

• Healthcare industry experience
• Experience working with marketing, operations, or digital communication teams
• Familiarity with quality control or performance tracking frameworks
• Experience supporting platform enhancements or service optimization initiatives
• Ability to contribute to a team-oriented, service-focused environment

Horizontal is committed to fostering a diverse, equitable, and inclusive workplace where everyone feels valued and supported. We welcome candidates with a variety of backgrounds, experiences, and perspectives to apply.

By applying for this position, you acknowledge and agree that Horizontal Talent may contact you regarding your application using automated technology, including phone calls, SMS/text messages, or email, which may be delivered by our virtual AI recruiter, Alex.