Are you ready to lead the transformation of customer engagement?

Do you have a passion for shaping the future of digital support experiences?

Join Our Customer Voice and Digital Engagement Team

We drive Akamai's mission to provide valuable customer insights that fuel growth. Our team transforms customer engagement with Akamai by reducing friction, increasing retention, and enhancing support experiences.

Partner with the best

As the Principal BSA, you'll lead the transformation of our customer-facing community into a digital platform. You will collaborate with cross-functional teams to develop strategies that enhance the customer journey. Our culture of collaboration and data-driven insights will empower you to drive success across Akamai's global services.

As a Business Systems Analyst Principal, you will be responsible for:

• Defining and executing the strategic vision to evolve our customer community into a digital engagement platform.
• Collaborating with Knowledge Base, Customer Voice, Project Managers, and Customer Success to align community with organizational goals.
• Driving enhancements in case, project, and success management within the community to boost customer engagement.
• Using data and customer insights to refine the digital services strategy and enhance user engagement.
• Managing the evolution of community features by integrating AI, chatbots, and self-service tools for seamless engagement.
• Leading cross-team projects, managing timelines, resources, and stakeholder communication to ensure successful program delivery.4o mini

Do what you love

To be successful in this role you will:

• Bring 10+ years of experience in business systems analysis, focusing on digital transformation and customer platforms.
• Demonstrate ability to define and manage product roadmaps and lead large-scale digital initiatives from vision through execution.
• Have good understanding of customer engagement strategies, including case management, project management, and success management.
• Demonstrate exceptional communication skills, with experience in stakeholder management and driving cross-functional collaboration.
• Have expertise in Salesforce Experience Cloud administration or other CRM tools.
• Utilize expertise in data analysis and tools like Google Analytics, Tableau, Salesforce, and JIRA to optimize performance.
• Have experience with AI/ML integrations, chatbots, and digital self-service solutions.

Work in a way that works for you

FlexBase, Akamai's Global Flexible Working Program, is based on the principles that are helping us create the best workplace in the world. When our colleagues said that flexible working was important to them, we listened. We also know flexible working is important to many of the incredible people considering joining Akamai. FlexBase, gives 95% of employees the choice to work from their home, their office, or both (in the country advertised). This permanent workplace flexibility program is consistent and fair globally, to help us find incredible talent, virtually anywhere. We are happy to discuss working options for this role and encourage you to speak with your recruiter in more detail when you apply.

Learn what makes Akamai a great place to work

Connect with us on social and see what life at Akamai is like!

We power and protect life online, by solving the toughest challenges, together.

At Akamai, we're curious, innovative, collaborative and tenacious. We celebrate diversity of thought and we hold an unwavering belief that we can make a meaningful difference. Our teams use their global perspectives to put customers at the forefront of everything they do, so if you are people-centric, you'll thrive here.

Working for you

At Akamai, we will provide you with opportunities to grow, flourish, and achieve great things. Our benefit options are designed to meet your individual needs for today and in the future. We provide benefits surrounding all aspects of your life:

• Your health
• Your finances
• Your family
• Your time at work
• Your time pursuing other endeavors

Our benefit plan options are designed to meet your individual needs and budget, both today and in the future.

About us

Akamai powers and protects life online. Leading companies worldwide choose Akamai to build, deliver, and secure their digital experiences helping billions of people live, work, and play every day. With the world's most distributed compute platform from cloud to edge we make it easy for customers to develop and run applications, while we keep experiences closer to users and threats farther away.

Join us

Are you seeking an opportunity to make a real difference in a company with a global reach and exciting services and clients? Come join us and grow with a team of people who will energize and inspire you!