Role Summary
The CX IPA Business Analyst plays a key role in ensuring the success of Intelligent Process Automation (IPA) solutions by bridging customer needs with operational capabilities. This customer-facing position is responsible for requirements gathering, UAT coordination, and performance tracking of IPA initiatives. The Analyst will also contribute to strategic backlog management, intake evaluation, and benefit realization, ensuring automation value is consistently captured and communicated.The position sits within the IPA Operational Services team and works closely with Customer Care, Solution Delivery, Product Management, and Engineering to enhance customer experience through automation.
Responsibilities
Customer Engagement
- Partner with Sr. IPA Analyst to serve as a liaison between customers and internal stakeholders, including IPA Development, Product, and QA teams.
- Participate in onboarding and expansion efforts for new and existing customers.
- Validate and track customer feedback after implementation to inform continuous improvement.
- Collaborate with Product to shape and execute customer communication strategies.
Business Analysis
- Document current (“as-is”) and future (“to-be”) state workflows, process design documents, and automation requirements.
- Lead or support requirement gathering sessions with both internal teams and external customers.
- Identify and evaluate automation opportunities aligned with business value and platform capabilities.
Test Coordination & UAT
- Coordinate and execute User Acceptance Testing (UAT), and document results and remediation plans.
- Drive stakeholder signoff for both UAT and Production Readiness Decisions (PRDs).
Automation Intake & Prioritization
- Manage the intake of automation ideas from cross-functional teams and customer feedback loops and collaborate with Development and Product to evaluate feasibility, implementation effort, and technical considerations as per prioritization.
- Work with Product and Engineering to evaluate and prioritize automation backlog items based on business impact.
Performance Tracking & ROI Reporting
- Track and analyze performance metrics and realized benefits (e.g., time savings, error reduction) for deployed automations.
- Compare outcomes against initial business cases and report findings to stakeholders.
Knowledge Management & Enablement
- Maintain and update shared documentation such as FAQs, templates, and self-service guides.
- Conduct regular enablement sessions, walkthroughs, and training with internal teams to reinforce resolution processes, SOPs, and best practices for leveraging automation solutions effectively.
Cross-functional Collaboration
- Coordinate with Solution Delivery on customer implementation timelines, deliverables, and scope expansion.
- Partner with Product and Engineering to align roadmap planning, backlog health, and delivery expectations.
Continuous Improvement Advocacy
- Proactively identify process inefficiencies or system friction points in the automation lifecycle.
- Recommend operational or tooling improvements to enhance scalability and customer experience.
Required Qualifications
- 6-8 years of experience in business analysis or operations, with a focus on customer-facing technology or automation initiatives.
- Hands-on experience with Intelligent Automation platforms (e.g., UiPath, Automation Anywhere).
- Proven ability to write process documentation (e.g., BRDs, PDDs, flow diagrams).
- Strong stakeholder engagement, communication, and presentation skills.
- Experience leading UAT cycles and driving business signoff.
- Skilled in interpreting and reporting on business performance metrics.
Preferred Qualifications
- Experience in healthcare supply chain technology, services, or data operations.
- Familiarity with GHX’s Exchange platform or similar B2B environments.
- Understanding of Agile delivery models and automation development lifecycle.
- Exposure to AI/ML concepts, intelligent document processing, and OCR.
- Ability to work overlapping hours with U.S.-based teams.
GHX: It's the way you do business in healthcare
Global Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together healthcare providers and manufacturers and distributors in North America and Europe - who rely on smart, secure healthcare-focused technology and comprehensive data to automate their business processes and make more informed decisions.It is our passion and vision for a more operationally efficient healthcare supply chain, helping organizations reduce - not shift - the cost of doing business, paving the way to delivering patient care more effectively. Together we take more than a billion dollars out of the cost of delivering healthcare every year. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 1000 people worldwide. Our corporate headquarters is in Colorado, with additional offices in Europe.
Disclaimer
Global Healthcare Exchange, LLC and its North American subsidiaries (collectively, “GHX”) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law. This EEO policy applies to all terms, conditions, and privileges of employment, including hiring, training and development, promotion, transfer, compensation, benefits, educational assistance, termination, layoffs, social and recreational programs, and retirement.
GHX believes that employees should be provided with a working environment which enables each employee to be productive and to work to the best of his or her ability. We do not condone or tolerate an atmosphere of intimidation or harassment based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, genetic information, disability, veteran status or any other status protected by applicable law. GHX expects and requires the cooperation of all employees in maintaining a discrimination and harassment-free atmosphere. Improper interference with the ability of GHX’s employees to perform their expected job duties is absolutely not tolerated.
