The Senior Business Analyst is a member of the Kimberly-Clark Professional Customer Experience team, and is accountable for end-to-end agile product delivery and value realization, and journey-aligned customer engagement—ensuring CRM and digital capabilities are delivered, adopted, measured, and continuously improved to drive business outcomes.

This role serves as the primary execution leader for Product Managers while acting as a strategic connector to CX Strategy and Journey Managers, translating customer insights into engagement moments, adoption strategies, and continuous improvement opportunities. This role is expected to own outcomes, not just execution—using data, insight, and judgment to improve how products are delivered, experienced, and adopted.

Success in this role meansproduct roadmaps become live, adopted capabilities, and customer touchpoints are intentional, coordinated, and journey-driven.  It ensures our teams confidently deliver change with clarity, consistency, and momentum

Job responsibilities include:

Product Delivery & Execution

• Partner with Product Managers to translate product vision and roadmaps into outcome-driven delivery plans that enable incremental value realization.

• Lead agile execution, including backlog prioritization, sprint planning, release coordination, and cross-functional delivery alignment.

• Drive delivery excellence by identifying risks, resolving dependencies, and ensuring high-quality releases that meet business and customer needs.

• Continuously improve delivery performance through data-driven insights, agile best practices, and effective stakeholder engagement.

Customer Engagement & Adoption

• Design and execute customer engagement and adoption strategies that leverage CRM, content, data, and digital capabilities to drive customer and business outcomes.

• Partner with CX Strategy and Journey teams to align engagement moments, communications, and experiences to customer needs and journey priorities.

• Develop customer touchpoint frameworks, enablement plans, and adoption strategies that increase product utilization, behavior change, and value realization.

Change Management & Enablement

• Lead change readiness, stakeholder alignment, training, and adoption activities to support successful product launches and ongoing enhancements.

• Create enablement resources and equip customer-facing teams with the tools, knowledge, and confidence to support customers effectively.

• Manage post-launch optimization, using customer feedback, performance data, and CRM insights to continuously improve both product experiences and engagement approaches.

Insights & Continuous Improvement

• Define and track success metrics related to adoption, engagement, customer outcomes, and business impact.

• Analyze usage trends, customer feedback, and journey insights to inform product priorities, engagement strategies, and investment decisions.

• Proactively identify opportunities to improve delivery, adoption, and customer experience outcomes through adjustments to scope, sequencing, and ways of working.

Governance & Capability Building

• Establish and champion scalable delivery processes, governance standards, and agile ways of working across in-scope platforms.

• Partner with IT, data, and business teams to enhance capabilities such as automation, personalization, and workflow optimization.

• Maintain clear documentation, knowledge-sharing practices, and communication processes to support sustainable product growth and operational excellence.

To succeed in this role, you will need the following qualifications:

• 7+ years of experience in product delivery, CX operations, customer engagement, or digital transformation

• Proven experience partnering with Product Managers in delivery-heavy environments

• Strong understanding of CRM and digital platforms (Salesforce preferred)

• Demonstrated success leading cross-functional initiatives with measurable outcomes

• Experience driving change management and adoption for customer-facing capabilities, including knowledge of practices and tools such as Prosci or ADKAR

• Strong analytical and problem-solving capabilities

• Experience coordinating UAT, managing enhancements, and supporting agile delivery

• Excellent communication, facilitation, and documentation skills

• Deep experience with agile methodologies, change management, and product governance

• Strong leadership, communication, and stakeholder management skills

Preferred Qualifications:

• Salesforce certification (Administrator or Business Analyst)

• Experience supporting sales, service, or marketing teams in a B2B environment

• B2B2B experience

• Experience working with CX strategy, journey management, or service design teams

• Familiarity with enterprise platforms such as SAP, CMS, ecommerce, DAM, and PIM

• Experience with automation, personalization, or AI-enabled workflows

• Ability to influence without authority and collaborate across functions

• Experience with project management tools such as Azure DevOps

Total Benefits

We believe that our employees are our greatest asset, and we're committed to providing them with the resources they need to be successful. If you're looking for a rewarding career with a company that cares about its employees, then Kimberly-Clark is the place for you.​

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Here are just a few of the benefits you’d enjoy working in this role for Kimberly-Clark. For a complete overview, see ​

Flex That Works at Kimberly-Clark

We believe great work happens when people come together with purpose. That’s why we offer a flexible work model that blends remote work with intentional in-person collaboration — helping you connect, grow, and innovate while maintaining the balance you value.

To Be Considered

Click the Apply button and complete the online application process. A member of our recruiting team will review your application and follow up if you seem like a great fit for this role.

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