About the Role
The Lead Business Analyst will own the end-to-end review, testing, and continuous improvement of Business Banking customer journeys. Working closely with product, operations, and digital teams, you will ensure that every touchpoint—online, mobile, and assisted—delivers a seamless, customer-centric experience while aligning with strategic objectives.
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Key Result Areas:
- Timely completion of assigned user testing and journey review activities.
- Identification and reporting of customer experience improvement opportunities.
- Effective contribution to journey enhancement initiatives.
- Improved customer experience through testing and feedback analysis.
- Strong collaboration with cross-functional stakeholders.
- Support digitalization and process-improvement initiatives aimed at reducing customer effort.
- Drive process optimization, cost reduction, customer experience, and operational excellence.
Responsibilities
- User testing involves evaluating the chat and IVR systems from an end-user perspective.
- Support customer journey reviews to ensure journeys align with customer needs and experience principles.
- Conduct functional, user acceptance, and customer experience testing on new and existing journeys.
- Identify defects, customer pain points, process gaps, and inconsistent customer experiences.
- Analyse customer feedback, complaints, frontline observations, and operational data to identify improvement opportunities.
- Monitor implementation of approved journey improvements and track closure of identified gaps.
- Support digitalization and process-improvement initiatives aimed at reducing customer effort.
- Support CX projects by coordinating activities, tracking progress, and escalating risks when required.
- Participate in project planning, testing, and implementation.
- Test system functionality, usability, and performance.
- Identify issues, bugs, and areas for improvement.
Knowledge, Skills, and Experience
- Bachelor’s degree in Business Administration or any relevant stream.
- Minimum 3-5 years of banking experience.
- Prior experience within Business Banking is strongly preferred.
- Strong understanding of Business Banking products, services, and servicing processes.
- Understanding of customer journey mapping and user testing concepts.
- Customer-centric mindset.
- Strong analytical and problem-solving skills.
- Good communication and stakeholder coordination skills.
- Ability to interpret customer feedback and operational data.
Qualifications
- Bachelor’s degree in Business Administration or a related field.
- 3–5 years of banking experience, preferably in Business Banking.
- Strong understanding of Business Banking products, services, and servicing processes.
- Proven experience with customer journey mapping and user testing methodologies.
- Demonstrated analytical and problem-solving abilities.
- Excellent communication and stakeholder coordination skills.
- Ability to translate customer feedback and operational data into actionable insights.
- Customer-centric mindset with a focus on delivering superior experiences.
- Experience working in a cross-functional, agile environment.
- Proficiency with journey-mapping tools, data analysis software, and MS Office suite.
