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The Senior Business Analyst - Customer Experience will lead initiatives to enhance customer journeys and drive business value. With over 8 years of experience, the candidate will collaborate with stakeholders to document requirements, develop business cases, and utilize design tools like Figma. A strong background in both Agile and Waterfall methodologies is essential.
Job Responsibility:
Drive the "Define and Design" phase for all prioritised initiatives within the Customer & Proposition platform
Work cross-functionally with stakeholders to build detailed high-level business requirements
Develop stakeholder and process maps, map customer journeys, and conduct as-is and future state assessments
Facilitate stakeholder workshops and fully document business requirements in alignment with project methodologies
Customer Journey Mapping & Design: Lead stakeholder workshops to map current ('as-is') customer journeys, identify pain points, and define detailed future-state processes and requirements for high-priority transformations
Business Value & Impact Assessment: Develop comprehensive business cases, including benefits realization, defining Objectives & Key Results (OKRs), and preparing Customer Impact Assessments for all customer-facing initiatives
Utilise proficiency in design tools like Figma to quickly prototype and iterate on future-state customer journeys and interfaces, working closely with UX/UI designers and development teams to ensure technical feasibility and optimal user flow
Requirements:
8+ years of experience as a Business Analyst
At least 2 years BA experience in Customer Experience in Financial Services
Design thinking
Ability to manage multiple stakeholder expectations
Communicate in a clear non-ambiguous manner
Conduct requirements workshops
Drive decision making
Experience in documenting business case
Business process modelling
Requirement elicitation through workshops
Manage projects from inception through design to delivery
An IT background with a solid grounding in technology
Experience of working in both Agile & waterfall SDLCs
Communication, group dynamics, collaboration and continuous improvement are core – being best practice driven