6 May 2021

We are currently searching for a Business Analyst (Digital Customer Experience) to be the voice of the customer and drive customer-centric approach in a banking environment. You will be harnessing qualitative and quantitative data to identify drivers of customer satisfaction and advise management on strategies. 

Mandatory Skill(s)

  • Diploma or Degree in Business, Marketing, UX Design, Data or other relevant majors;
  • Has at least 1 year of relevant working experience;
  • Good understanding of user experience design, general web & mobile application functions, usability testing for mobile and internet websites;
  • Prior exposure in data visualization (e.g. Tableau, Qlik or PowerBI);
  • Strong customer mind set in designing processes and solutions;
  • Team player with excellent communication skills, both oral and written;
  • Strong business/stakeholders engagement skills and experience in managing and balancing the needs of multiple stakeholders;
  • Sharp analytical and problem-solving skills with confidence to constantly push the boundaries;

Desirable Skill(s)

  • Prior experience in banking or financial services.

Responsibilities

  • Work with CX and UX teams to gather business requirements to ensure requirements are captured, completed and documented;
  • Perform data analysis of the Voice of Customer and web clickstream data to gather insights to improve Customer Experience;
  • Support in the development of Customer Experience data visualization dashboard;
  • Understand stakeholder business needs and priorities, concerns and objectives;
  • Drive customer engagement surveys to gather insights and work with stakeholders to drive proposed changes;
  • Maintain awareness of web & mobile platform for Digital Channels Platform;
  • Identify process improvement for adoption to optimize delivery processes;
  • Maintain awareness of industry trends on regulatory compliance, emerging threats and technologies.
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