Business Analyst 1

As a Customer Experience Escalations Specialist, you will support Nordstrom's post-conversion operations by managing critical complaint routing, monitoring partner performance, and serving as a vital intermediary between Nordstrom store teams and our financial partner (TD). This interim, high-urgency role ensures that customer satisfaction expectations are upheld, sensitive escalations are handled with flawless judgment, and operational processes run seamlessly.

The ideal candidate will bring a polished, brand-aligned presence and the ability to make high-stakes judgment calls on Day One.

• Location: 100% Remote (US-Based)
• Engagement Length: 6 Months (with high possibility for extension)
• Schedule: Full-time (40 hours/week), 10:00 AM 7:00 PM PST, five days a week (including occasional weekend coverage as needed).
• Equipment Provided: Full remote workstation (Laptop, two monitors, keyboard/mouse, and webcam).
• Pay Rate: $38.30/hr on W2
• Contract Duration: 6 months (With a possibility of contract extension or conversion to full time)

• Escalation & Complaint Management: Execute the complex complaint routing model between TD, Loyalty, Care, and Nordstrom store teams using existing SOPs and decision maps.

• VIP Relationship Liaison: Support and maintain interaction models defining Nordstrom $\leftrightarrow$ TD handoffs for high-touch, high-spend, and VIP customer scenarios.

• Executive Support: Coordinate and resolve executive-level escalations across TD and Nordstrom, ensuring swift, thorough, and highly professional follow-through.

• Regulatory & Sensitive Compliance: Participate in the critical feedback loop with store partners regarding UDAAP (Unfair, Deceptive, or Abusive Acts or Practices), unsolicited accounts, discrimination complaints, and other highly sensitive categories.

• Continuous Improvement: Support process documentation, workflow clarification, and the ongoing refinement of customer experience operations during this crucial post-conversion period.

Note: This role requires an individual who can operate autonomously in ambiguity, exercise strong independent judgment, and represent the Nordstrom customer experience standard from day one.

• Experience: 3+ years of experience leading customer escalations, managing complex service scenarios, and navigating high-stakes customer issues.

• Communication Style: Exceptional written and verbal communication skills, with the ability to naturally match a polished, luxury brand-aligned tone.

• Adaptability & Judgment: Proven ability to operate effectively in ambiguous situations with minimal oversight, making sound, mature judgment calls under pressure.

• Cross-Functional Collaboration: Strong interpersonal skills with comfort acting as a "connector " between internal teams, store leadership, and external partners.

• Operational Discipline: Strict adherence to following SOPs, meticulously documenting work, and identifying exactly when to escalate higher up the chain.

• Experience in financial services, credit card operations, or retail loyalty programs.

• A background in luxury retail or high-end hospitality.

• Comfort with basic data pulls, KPI monitoring, or synthesizing customer trend data.

• Prior contractor/consulting experience with a proven track record of fast ramp-up times.