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Business Analyst - Member Care Team Location: Fort Wayne, IN Level: Salaried Division / Department: Member Care Team Reports to: Member Care Manager Travel: Occasional travel to member locations or company events may be required. About the Role: The Business Analyst (BA) for the Member Care Team plays a critical role in driving the continuous improvement of member-facing applications and ensuring these tools are intuitive, effective, and aligned with business goals. Working closely with the Product Owner (Member Care Manager), will serve as the expert on how members use Do it Best systems. This includes leading user experience (UX) research efforts to gain deep insights into member behavior, needs, and pain points. The BA will translate these insights into actionable requirements and partner with cross-functional teams to deliver solutions that drive value and ease of use. Responsibilities include:

+ Business Analysis & Requirements Gathering

+ Work with the Member Care Manager, our members and other stakeholders to identify business needs and objectives.

+ Facilitate workshops, interviews, and surveys to gather and clarify requirements.

+ Translate business needs into detailed functional and non-functional requirements, user stories, and use cases.

+ User Experience Research & Member Insight

+ Lead ongoing UX research efforts to understand how members interact with applications and tools.

+ Conduct usability testing, surveys, interviews, and data analysis to gather member feedback.

+ Synthesize findings into clear insights and recommendations that inform product design and enhancements.

+ Serve as the subject matter expert on member experience, ensuring decisions are grounded in user understanding.

+ Work with our UX Design team in designing applications to meet our members’ needs.

+ Product Ownership Support

+ Assist the Product Owner in prioritizing the product backlog and managing roadmaps for member-facing applications.

+ Actively participate in agile ceremonies, translating member and business needs into development-ready stories.

+ Maintain product documentation and updates on evolving member and team needs.

+ Stakeholder Collaboration

+ Act as a liaison between Member Care, IT, and other internal departments to ensure alignment and clarity.

+ Provide thought leadership and insights to enhance member satisfaction and adoption.

+ Share UX findings and business analysis across departments to promote a user-centered culture.

+ Process Improvement & Quality Assurance

+ Analyze current processes and propose improvements that increase member satisfaction and internal efficiency.

+ Participate in UAT (User Acceptance Testing) by developing test plans, coordinating testing, and validating solutions.

+ Monitor post-release performance and advocate for continuous enhancements based on member feedback.

+ Documentation & Communication

+ Create and maintain comprehensive documentation including business requirements, system specifications, workflows, and training materials.

+ Support training and onboarding efforts for Member Care and member users regarding system updates and new features.

Education and Experience:

+ Bachelor’s degree in Business Administration, Information Systems, or related field.

+ 5+ years of experience in business analysis, UX research, or product support roles.

+ Experience working in Agile/Scrum environments.

+ Experience conducting UX research and usability studies.

Skills and Abilities:

+ Strong analytical and problem-solving skills.

+ Excellent written and verbal communication.

+ Proficient with tools such as Google Workplace, Microsoft DevOps, Zendesk and process mapping tools.

+ Ability to manage multiple priorities and meet deadlines in a fast-paced setting.

+ Understanding of UX design principles and customer journey mapping.

+ Familiarity with member service platforms and order management systems is a plus.

Benefits available to you:

+ Full insurance benefits package including Medical, Dental, & Vision

+ Paid time off to foster work/life balance

+ Profit sharing

+ Bonus Pay opportunities

+ Retirement funding opportunities

+ Education reimbursement

+ Health club reimbursement

+ Career advancement opportunities

About Do it Best: We’re the only US-based, member-owned hardware, lumber, and building materials co-op in the home improvement industry. We proudly serve thousands of locations in over 50 countries, offering exceptional merchandise and services driving us to nearly $5 billion in annual sales. Our goal is to help our members grow and achieve their dreams. Culture: Each team member is valued as an individual - with their intrinsic value at the forefront. We prioritize your career growth through one-on-one training, conferences, tuition assistance, mentoring and more. We encourage authentic relationships by hosting social events and fostering a culture where lasting friendships are made. In fact, the three most valued aspects of being a part of the Do it Best team are the culture, the compensation, and the level of fulfillment that each team member experiences from their role. Our Philosophy: Serving others as we would like to be served Our Mission: Making the best even better Our Goal: Helping members grow and achieve their dreams Please note that for this role, relocation assistance is not available. Candidates should be willing and able to work in Fort Wayne, IN without the need for relocation support. We encourage local candidates or those already planning to move to the area to apply.