Business Analyst (Digital Products)

WHAT MAKES US A GREAT PLACE TO WORK We are proud to be consistently recognized as one of the world’s best places to work. We are currently the #1 ranked consulting firm on Glassdoor’s Best Places to Work list and have maintained a spot in the top four on Glassdoor’s list since its founding in 2009.Extraordinary teams are at the heart of our business strategy, but these don’t happen by chance. They require intentional focus on bringing together a broad set of backgrounds, cultures, experiences, perspectives, and skills in a supportive and inclusive work environment. We hire people with exceptional talent and create an environment in which every individual can thrive professionally and personally.WHERE YOU’LL FIT WITHIN THE TEAM As an Analyst on the Portfolio & Program Management team within our Technology Solutions group, you'll play a hands-on role in supporting internal software product teams—specifically those working with our Digital Adoption Platform (DAP), Pendo. Your contributions will help drive the adoption of digital products, improve the end-user experience, and deliver ongoing insights to inform product enhancements. This role is hybrid, with a base in Mexico City.WHAT YOU’LL DOProduct Maintenance & Analytics Respond to product inquiries and troubleshoot issues, escalating when necessaryIndependently perform manual updates and optimize the product based on requests and personal judgmentRun user surveys and analyze feedback to identify improvement areasTrack and analyze product metrics, sharing insights regularlyTest updates and enhancements to confirm continued functionality and usabilityManage Enhancement Requests Collaborate with users to understand requests and determine effective solutionsTranslate needs into actionable user stories and design solutionsPartner with technical teams and third parties to execute enhancementsKeep stakeholders informed throughout the processDevelop Domain Knowledge Build expertise in our Digital Adoption Platform (Pendo) through training and project workPartner with stakeholders to implement adoption strategies aligned to business goalsMeasure effectiveness using DAP dashboards and iterate for improvementSupport broader Portfolio & Program Management initiatives as neededABOUT YOU2+ years of professional experience, including 1 year in a systems-related rolePractical experience gathering user needs and translating them into clear, actionable requirementsExcellent communication and interpersonal skillsStrong organization, attention to detail, and a proactive problem-solverTechnically curious and eager to learn unfamiliar tools or systemsFluent in English (written and verbal)Able to work independently and collaboratively on varied projectsComfortable navigating a fast-paced, hybrid corporate environment based in Mexico City