As the Senior Business Analyst, you are responsible for prioritized operational delivery and initiative execution within Service and Fulfillment. You will translate leadership priorities into clear deliverables, coordinate execution activities, manage risks and dependencies, and ensure initiatives are delivered on time. The role combines process ownership, light project management, change management, and data-driven decision-making to enhance quality, consistency, customer outcomes, and operational efficiency. This position collaborates with Service leadership, BPCs, Technology, Fulfillment, and Reporting to support effective execution, ensure operational readiness, and confirm delivery outcomes.
In this role, you will report to the Manager, Business Analysis and work a hybrid schedule from our local office.
Essential Duties and responsibilities:
Operational Delivery & Process Ownership
Lead end‑to‑end operational delivery of complex, cross-functional technical and non-technical initiatives, demonstrating independent ownership of execution, readiness, and delivery outcomes.
Translate initiative scope and priorities into clear, actionable execution plans, including tasks, owners, timelines, and success criteria.
Independently coordinate and execute operational activities required to deliver outcomes (e.g., logistics, requirements gathering, pilots, sequencing, UAT, cutover planning, operational readiness), serving as a primary point of accountability.
Proactively identify, assess, and manage complex operational risks, constraints, and dependencies using analysis from multiple sources; escalate issues with clear, well‑reasoned mitigation options and recommendations.
Apply in‑depth functional and operational SME knowledge, as well as awareness of best practices to assess issues, define solutions, and guide execution decisions.
Create and maintain operational artifacts such as process documentation, current state and future state process workflows, checklists, and readiness documentation to support successful execution and handoff; identify recurring risks and escalate optimization opportunities.
Partner with operational leaders to confirm ownership, accountability, and long‑term sustainability post‑delivery; influence alignment across teams without direct authority.
Validate delivery success through measurable operational outcomes including continuity, adoption, quality, timeliness, and efficiency.
Lead and adapt execution approaches in response to emerging issues, shifting priorities, or increased complexity, with minimal guidance.
Analytics, Reporting & Insights
Define expected KPI improvements during the project and establish ongoing measurement and tracking to assess whether performance gains are realized (i.e. quality, cycle time, rejections)
Partner with Reporting to develop and improve dashboards (Power BI) that measure initiative outcomes using OKRs, KPIs, and performance metrics; act as a knowledgeable consumer and translator of data for decisionmakers.
Prepare and deliver insights, analysis, and presentations that explain complex or sensitive performance information, risks, trends, and recommendations to leadership and stakeholders.
Stakeholder Management & Alignment
Serve as a trusted operational partner to Business Enablement and Service leadership to confirm priorities, success criteria, and delivery expectations across initiatives.
Proactively manage stakeholder expectations by clearly communicating progress, risks, tradeoffs, and decisions; build consensus and alignment across diverse perspectives.
Lead and facilitate working sessions, reviews, and decision checkpoints; act as a resource and advisor to colleagues and related teams to remove blockers and enable progress.
Change Management, Training & Communications
Independently develop and deliver communications and job aids; provide input on training materials that support adoption and sustained use of new workflows and standard work.
Identify training and change impacts early; partner with leaders and peers to design targeted reinforcement strategies.
Support employee engagement and continuous improvement activities that reinforce change, improve execution maturity, and promote operational excellence.
Other Duties:
Perform other duties as requested. May include other routine daily/weekly service support tasks.
Job Qualifications:
Education & Certifications:
Bachelor’s degree required (Business, Operations, Industrial Engineering, Information Systems, or related field preferred).
MBA is a plus.
Experience:
6+ years in service operations, fulfillment, business analysis, or process improvement with project coordination and change support.
Proven experience gathering and integrating information, translating analysis into recommendations, and influencing decisions.
Advanced working knowledge of CLC’s product portfolio and operating systems.
Hands-on experience with process mapping tools (Visio, Lucid, Miro, Smartsheet).
Advanced data analysis skills: Advanced Excel required; Power BI preferred.
Proficiency with Salesforce, E1, and Arrow.
Excellent written and verbal communication skills, including preparing clear PowerPoint presentations.
Experience with continuous improvement methodologies (Lean, Six Sigma, Kaizen). Certification is a plus.
Tools:
Microsoft Office Suite (MS Teams, Word, Excel, PowerPoint, Outlook).
Project Mgmt. Software: Smartsheet, JIRA
Other Knowledge, Skills or Abilities:
Technical Skills: Familiarity with enterprise systems, data analytic tools (i.e. Power BI)
Analytical and Problem-Solving: Strong analytical and critical thinking skills with the ability to interpret data, identify root causes, and develop actionable solutions with proficiency in Excel, Power BI, analytics and workflow tools.
Strategic and Tactical: Ability to balance strategic thinking with hands-on execution, endless curiosity, and passion for improving processes.
Communication: Excellent written and verbal communication skills; able to influence and lead cross-functional teams and senior leadership.
Change Management: Proven ability to lead teams and stakeholders through change, conflict resolution, and dynamic environments.
Process Optimization: Skilled in designing and improving workflows, leveraging Lean or Six Sigma methodologies.
To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.
Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.
Compensation:
$71,300.00 - $124,500.00 USD
This role is eligible for Bonus.
Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.
Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.
