Company: Our client in the Banking Sector
Job Summary:
The 'Customer Servicing and Efficiency' tribe plays a crucial role in developing and delivering innovative solutions to support our client in its strategic goals related to accessibility and high-quality customer service. Chatbots are identified as key enablers for enhancing customer satisfaction, convenience, and the overall efficiency of the Bank, playing a significant part in the 2025 ambition.
We are seeking an experienced Business Analyst with expertise in chatbots and virtual assistants, alongside strong analytical and coordination skills.
Key Responsibilities:
Product Strategy Alignment:
Understand the product strategy, vision, and priorities set by the Product Owner (PO).
Take the lead in business analysis initiatives.
Stakeholder Engagement:
Build trusting relationships with stakeholders.
Identify and comprehend business/client needs, ensuring a customer-centric approach to enhance end-customer experience.
Guide customers to comply with squad and cluster strategies regarding priorities, customer protection, and user experience.
Business Needs Analysis:
Initiate and facilitate the collection and validation of business needs through workshops and presentations.
Maintain regular, clear, and effective communication with business stakeholders and functional/technical teams.
Business Model Definition:
Define and analyze the business model using various modeling techniques and methods.
Collaboration and Coordination:
Collaborate with and coordinate contributions from other teams in the end-to-end delivery process.
Analyze and translate business/client needs into requirements for the development of target solutions, formalizing them according to cluster/squad standards.
Liaise with technical colleagues to develop functional and technical solutions that meet business needs.
Testing and Quality Assurance:
Prepare for and participate in end-to-end testing of new functionalities to ensure quality and alignment with business requirements.
Change Management:
Assist businesses in adopting new solutions and prepare for change to facilitate smooth integration of delivered solutions.
Risk Management:
Identify, communicate, and manage constraints, impediments, risks, and issues to ensure qualitative delivery remains on track in collaboration with the squad.
Language Requirements:
Dutch: Strong written and spoken communication skills.
French: Strong written and spoken communication skills.
English: Strong written and spoken communication skills.
Education:
Master's degree or equivalent.
Experience and Knowledge:
Required Experience:
At least 5 years of relevant experience.
Technical Experience (Mandatory):
Strong understanding of functional and technical analysis, architecture, and testing.
Business Experience (Mandatory):
Over 5 years of business analysis experience.
Excellent stakeholder management and coordination skills (Business and IT stakeholders).
Knowledge of chatbots and AI technologies.
Proficient in oral and written communication.
Good understanding of workflow processes.
Soft Skills:
Strong communication and workshop facilitation skills.
Persuasive coordination skills.
Structured in interactions, follow-ups, and documentation.
Team player with analytical and conceptual thinking.
Customer-centric approach.
Self-leading, autonomous, and empowered with end-to-end ownership.
Effective problem-solving abilities.
Telework Policy:
Minimum 50% on-site and 50% remote working.
