SENIOR AI ANALYST - CHARLOTTE, NC

Job Summary

The Senior Analyst is a senior individual contributor responsible for independently leading the delivery and continuous improvement of Dot, Compass Group’s employee experience platform powered by Leena.ai. The role owns complex projects and enhancements from opportunity identification and discovery through design, testing, launch, stabilization and outcome evaluation. The Senior Analyst uses platform analytics, employee feedback, operational data and business priorities to identify opportunities, develop recommendations, align stakeholders, and move improvements forward with limited day-to-day direction.

This role leads through expertise, influence, and delivery accountability. It may coordinate contributors and mentor peers, while formal people management and portfolio ownership remain with the Operations Manager.

Role & Responsibilities

Platform Advancement and Roadmap Execution
Independently identify, evaluate and advance opportunities that improve Dot’s capabilities, user experience, adoption, operational performance, and business value.
Convert platform data, employee feedback, business priorities and emerging needs into actionable recommendations and well-structured initiatives.
Maintain a prioritized enhancement backlog supported by business impact, employee need, risk, effort, dependencies, and expected outcomes.
Translate roadmap priorities into executable releases, workstreams, milestones, and measurable deliverables.
Surface improvement opportunities proactively rather than relying solely on submitted business requests.
Prepare business cases and recommendations for enhancements requiring funding, expanded scope, or leadership approval.

Project and Enhancement Delivery
Lead complex projects, enhancements and cross-functional workstreams from intake and discovery through stabilization, using clear scope, milestones, dependencies, risks, actions and outcome measures.
Create and maintain integrated work plans, decision logs, issue and risk registers, readiness checklists and executive-ready status updates.
Coordinate business owners, application teams, Leena.ai and control partners so decisions, deliverables and handoffs are timely and explicit.
Independently make day-to-day scope, requirements, delivery and sequencing decisions within approved initiative boundaries, and prioritize work within assigned projects, releases or capability backlogs.
Identify delivery risks early, develop practical options and recommendations, and escalate matters involving funding, policy ownership, enterprise priority, material risk acceptance or cross-portfolio tradeoffs.

Platform Performance and Experience Optimization
Monitor interaction analytics, search behavior, employee feedback, ticket patterns, transaction completion, abandonment, and other platform measures to identify performance gaps.
Analyze representative conversations and failed interactions to identify knowledge gaps, inaccurate responses, intent-recognition problems, ineffective guidance, broken escalation paths, and transaction failures.
Translate findings into prioritized improvements to content, conversation design, workflows, integrations, support processes, and platform configuration.
Establish baseline measures and evaluate whether released enhancements achieve their intended employee, operational, and business outcomes.
Partner with content and business owners to maintain accurate, current, usable and appropriately governed HR and payroll guidance.

Role & Responsibilities Cont.

Discovery, Solution and Delivery Assurance
Plan and facilitate complex discovery sessions and document current-state journeys, processes, handoffs, business rules, system dependencies, control points, exceptions and pain points.
Design future-state experiences that use Dot as the consistent entry point while preserving the authority and controls of systems of record.
Develop and maintain traceable business, functional, nonfunctional, data, integration, reporting, security, support and adoption requirements.
Partner with functional, technical, and vendor teams to translate approved requirements into solution designs, backlog items, configuration specifications, and implementation plans.
Challenge incomplete designs, unmanaged scope and unsupported assumptions, and ensure material gaps are resolved or formally accepted before delivery proceeds.
Coordinate dependencies involving APIs, identity, authorization, data, integrations, workflows, knowledge, and downstream systems.

Vendor, Testing and Release Readiness
Hold Leena.ai and other delivery partners accountable for agreed requirements, milestones, defect resolution, documentation, quality and production outcomes.
Provide clear evidence for platform defects and performance concerns, track vendor actions through closure, and escalate recurring or material performance issues.
Evaluate proposed vendor capabilities against Compass requirements, controls, architecture and employee-experience standards.
Define acceptance criteria and an end-to-end test approach covering functional, integration, regression, negative, role-based, accessibility and user acceptance scenarios.
Coordinate defect triage, retesting, readiness evidence, cutover activities and production validation.
Require remediation when critical requirements, controls, testing or readiness evidence are incomplete, and withhold readiness approval until material gaps are addressed or formally accepted.
Recommend launch, conditional launch, delay or rollback based on documented evidence.
Plan operating handoffs, support readiness, communications, adoption measurement and post-release evaluation.

Performance Outcomes
Improve answer accuracy, guidance quality and closure of knowledge, content, workflow and integration gaps.
Increase successful task, transactions and ticket completion, including appropriate routing when human involvement is required.
Reduce repeat contacts, avoidable escalations, and abandonment.
Improve adoption, returning-user behavior, and employee-experience outcomes.
Reduce the time from identified issues to implemented improvements.
Deliver predictable, high-quality projects and enhancements with realized business value compared with expected outcomes.
Improve requirements quality, approval timeliness, traceability coverage, defect prevention, release success and vendor delivery performance.

Requirements

Required Qualifications
5 to 7 years of business analysis, HR technology, product delivery, enterprise application or digital employee experience.
Demonstrated experience leading complex projects or enhancements through discovery, requirements, design, testing, launch and stabilization as a senior individual contributor.
Demonstrated ability to use interaction data, user feedback, operational measures, and root-cause analysis to improve a digital or AI-enabled experience.
Experience converting ambiguous employee or business needs into measurable platform, workflow, content or integration improvements.
Sufficient technical fluency to investigate issues involving APIs, authentication, authorization, data exchanges, workflows, system errors, and connected applications.
Advanced ability to map processes and convert discovery into clear, testable, and traceable requirements.
Experience facilitating cross-functional workshops and decisions with senior business, technical, control and vendor stakeholders.
Ability to manage multiple workstreams and produce concise, decision-ready recommendations.
Demonstrated strength in platform advancement, structured problem solving, stakeholder alignment, vendor accountability, responsible AI awareness and influence without authority.

Preferred Qualifications
Experience with Leena.ai, conversational AI, employee experience platforms, HR service delivery or API-enabled workflows.
Experience with journey mapping, BPMN or process mapping, backlog management, requirements traceability, product analytics or responsible AI controls.
Bachelor’s degree or equivalent relevant experience; business analysis, project management, product or process-improvement certification is beneficial.