Join an exciting digital transformation project aimed at enhancing customer support across multiple channels, including IVR, social media, and web platforms. The project focuses on optimizing the customer journey, addressing customer interactions, and enabling seamless request management through AI-powered tools like chatbots and generative AI. This initiative will empower frontline teams with advanced tools, ensuring efficient issue resolution and improved customer satisfaction.

Role Responsibilities: As an Agile Digital Business Analyst, you will:

• Collaborate with Product Owners and stakeholders to translate vision and strategy into actionable user stories and acceptance criteria.
• Conduct process mapping, policy analysis, and stakeholder engagement to ensure alignment with business needs.
• Work closely with conversational experience designers to build chatbot flows, fine-tune large language models, and optimize dialogue systems.
• Configure digital platforms, support sprint planning, and oversee testing to ensure solutions are fit for purpose and deliver on ROI.
• Facilitate agile ceremonies such as sprint refinements while partnering with cross-functional teams, including developers, QA, machine learning experts, and solution architects.

Required Skills: The ideal candidate will have:

• Strong experience as a Business Analyst in agile environments with a proven ability to deliver.
• Expertise in user story creation, process mapping, and requirements gathering through to UAT.
• Excellent communication skills to engage stakeholders effectively and bridge technical and business needs.
• Familiarity with conversational AI technologies (e.g., rules-based systems or generative AI) and their integration into customer service workflows would be an advantage but is not required.
• A proactive mindset with the ability to prioritize tasks independently, drive initiatives forward, and adapt to changing requirements.

Work Arrangement:

This role requires three days in the office