Job Summary
We are looking for a strong business analyst to join our team and support endtoend Customer Experience enhancements and AI & Automation initiatives across operations. This role works closely with the team lead to analyse customer journeys, identify improvement opportunities, and help deliver technologyenabled solutions. Candidates with proven experience in improving customer touchpointsand ideally hands-on exposure to AI or automation projectswill be highly preferred.
Roles & Responsibilities
- Lead end-to-end business analysis activities, including requirements gathering, stakeholder interviews, process mapping, and data-driven insights.
- Analyse business challenges and translate them into clear, actionable requirements for process or technology improvements.
- Provide insights and recommendations that support strategic planning, transformation initiatives, and operational enhancements.
- Serve as a bridge between business units, technology teams, and external partners to ensure aligned goals and smooth execution.
- Apply best practices in documentation and reporting to deliver consistent, high-quality outputs.
- Track the performance of implemented solutions and propose improvements for future initiatives.
- Drive enhancements in customer experience and lead AI & automation enablement across operations (role focus).
Minimum Job Requirements
- Bachelor's degree in Business Administration, Information Systems, Finance, or a related field; Master's degree or certifications (CBAP, PMI-PBA) are added advantages.
- 57 years of experience in business analysis, ideally within transformation, technology, operations, or customer experience domains.
- Proven experience improving customer journeys; experience with AI or automation implementation is an advantage.
- Strong analytical skills with the ability to interpret data, identify trends, and convert insights into actionable recommendations.
- Excellent written and verbal communication skills, with the ability to engage both technical and non-technical stakeholders.
- Familiarity with business analysis tools such as JIRA, Confluence, Power BI, and Excel, and methodologies such as Agile, Waterfall, or Lean.
- Strong problem-solving abilities with a strategic approach and the capability to influence outcomes without direct authority.
