LivePerson (NASDAQ: LPSN) is the enterprise leader in digital customer conversations. The world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and AI-powered solutions to accelerate contact center transformation, supercharge agent productivity, and deliver more personalized customer experiences. Fast Company named us the #1 Most Innovative AI Company in the world. To talk with us or our AI, please visit liveperson.com.

The Business analyst work in a cross-functional team that supports leadership, sales, and CSMs throughout key moments of the customer lifecycle, including new deals, renewals, attrition, and growth. You will act as a center of excellence, providing expertise and guidance to our customers through digital transformation initiatives.

You will work closely with the Data team (PowerBi and Tableau) to find new opportunities for our customers to increase cost-savings, revenue generation, and customer experience. You will empower, clients, sales, and Customer Success Managers (CSMs) to make informed decisions through a deeper understanding of LP products and services.

This role is ideal for you if you have a background in conversational AI, contact center/ CcaaS, or a passion for automation and messaging. You are a professional who thrives in a collaborative environment and is dedicated to driving customer success through digital transformation.

You Will

• Shape Our Strategic Vision: Develop industry benchmarks, maturity frameworks, best practice documentation, and champion the value proposition of LivePerson products.
• Forge Strong Client Relationships: Gain a comprehensive understanding of client business objectives, pain points, needs, and requirements to cultivate strong, strategic relationships.
• Expert Analysis & Recommendations: Analyze customer situations, identify potential gaps, and advise internal teams on how LivePerson solutions can bridge those gaps and deliver value.
• Executive Actionable Insights: Craft compelling presentations and facilitate workshops for C-level executives, transforming data into actionable items that secure buy-in.
• Conversational AI Implementation Champion: Anticipate and address challenges clients might face when implementing Conversational AI programs.
• Produce Implementation/Project Documentation: Define and implement the technical strategy and roadmap for the Conversational AI solutions ensuring a smooth handover from the sales or CSM team to the service and IT teams.
• Measure Success & Drive ROI: Track key performance indicators (KPIs), manage project outcomes, and build robust ROI models for strategic projects and initiatives spearheaded by the team.
• LivePerson Product Expertise: Possess a deep understanding of LivePerson products and services to provide strategic guidance to clients during adoption and eliminate gaps in their experience.

You Have

• 2-4 years experience in a consulting capacity or project management-type roles. Experience in a sales capacity is a plus. Background in Conversational AI, Customer Support Operations and/or GenerativeAI implementations
• You have experience generating insights from data (PowerBi/Tableau)
• Previous experience with technical architecture around LLM/NLP
• Bachelor’s Degree or equivalent work experience required