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Senior Business Analyst - Customer Experience

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NTT DATA

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Location:
Ireland , Dublin

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Contract Type:
Not provided

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Salary:

Not provided

Job Description:

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

Additional Information:

Job Posted:
January 31, 2026

Work Type:
Hybrid work
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