Business Analyst - Conversational AI or AI Chatbot

Duration:

10+ Months

Location: PA-Philadelphia, Hybrid 3-4 days onsite

Overview: Every Turnberry consultant belongs to a practice, an internal group of consultants and leaders with shared experience and expertise. Each of these practices aligns to one of the core services Turnberry offers to clients. As a Business Analyst – Conversational AI or AI Chatbot, you will join Turnberry's Business Transformation practice. Turnberry's Business Transformation practice is dedicated to diagnosing and addressing core business challenges including regulatory compliance, full-scale implementation, managing change and driving continuous improvement across transformation initiatives.

Responsibilities

• Define KPIs and success metrics for conversational AI features
• Conduct deep‑dive analysis of transcripts, customer journeys, and cross‑channel behaviors to uncover friction points, root causes, and high‑impact automation opportunities
• Evaluate and monitor ongoing intent performance and trends to identify optimization needs, root causes, and emerging use cases
• Partner with cross-functional teams to synthesize insights across unassisted channels (chatbots, voice) to pinpoint cross-channel integrations and needs
• Perform competitive and SWOT analysis to benchmark conversational AI experiences and identify strategic gaps
• Provide data‑driven roadmap recommendations based on opportunity size, expected impact, and alignment with business goals
• Translate analytical findings into clear requirements, user stories, and acceptance criteria in partnership with Product, documenting end‑to‑end flows, business rules, and measurement plans
• Collaborate with Conversational Designers and Authors to refine intents, optimize journeys, and tune prompts based on insights
• Participate in backlog grooming, story writing, sprint planning, and support UAT cycles to ensure features meet business and conversational requirements
• Facilitate working sessions with stakeholders to map current‑ and future‑state processes, clarify business rules, and document end‑to‑end conversational flows and decision points

Qualifications

• 5+ years of experience in business analysis, product analysis, or CX analytics, ideally supporting AI, chatbots, NLP, or digital support tools
• Bachelor's Degree in Business, Business Intelligence, Information Systems, or related field
• Demonstrated experience analyzing transcript data, customer journeys, behavioral data, and multi‑channel interactions
• Strong ability to translate insights into requirements, user stories, and structured documentation
• Familiarity with conversational AI platforms (Google Dialogflow, AKD AWS Lex, etc)
• Experience supporting UAT, release validation, and iterative optimization cycles
• Excellent communication skills and ability to work cross‑functionally with engineering, product, design, operations, and analytics partners

Preferred Skills

• Comfortable with data/BI tools
• Understanding of NLP concepts (intents, entities, utterances, fallback handling)
• Experience with LLM‑based conversation analysis, prompt evaluation, or conversational quality assurance
• Prior experience in B2B digital experiences or telecom is a plus
• Knowledge of AI ethics, governance, and responsible deployment frameworks

The salary range for this role is $85,000 to $120,000 or the hourly equivalent. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, Turnberry Solutions offers benefits such as a comprehensive healthcare package (medical, dental, vision), disability and group term life insurance, health and flexible spending accounts, a utilization bonus, 401(k) with match, flexible time off for salaried employees, parental leave for salaried employees, and flexible work arrangements (all benefits are subject to eligibility requirements). No matter where or when you begin a career with Turnberry, you'll find a far-reaching choice of benefits and incentives.

At Turnberry, inclusion is one of our core values. We are committed to creating a positive and connected work environment for all and are fully invested in and focused on hiring and growing a diverse team of high performers. We believe that uniqueness in ideas, experiences, and backgrounds make us a better Turnberry: Turnberry is an Equal Employment Opportunity employer, and recruits, employs, trains, compensates, and promotes regardless of age, ancestry, family medical or genetic information, gender identity and expression, marital, military, or veteran status; national and ethnic origin; physical or mental disability; political affiliation; pregnancy; race; religion; sex; sexual orientation; and any other protected characteristics.

Americans With Disabilities Act (ADA)

Turnberry will provide reasonable accommodation with our application process upon request as required to comply with applicable laws. If you have a disability and require accommodation assistance in this application process, please send an email to our Human Resources department at [email protected] .