**I. Job Summary**

We are seeking a highly experienced Business Analyst to support and evolve self-service digital capabilities and customer experience initiatives for wm.com. This role will partner closely with Digital, UX, Data, and business teams to define, deliver, and continuously improve customer-facing solutions.

The ideal candidate brings strong expertise in digital self‑service platforms, customer journey optimization, and AI‑enabled solutions, with hands‑on experience translating business needs into scalable, data‑driven, and AI‑powered features.

**II. Essential Duties and Responsibilities**

+ Lead analysis and requirements definition for omni-channel self-service features on customer-facing platforms (website, chatbot, mobile app), including account management, billing, service requests, issue resolution, and personalization.
+ Analyze end‑to‑end customer journeys to identify friction points and opportunities to improve digital adoption...