Business Analyst semi senior
Core
Designing and optimizing customer journeys and conversational flows for an AI-powered virtual assistant to enhance digital customer experiences.
Role type
Semi-senior Business Analyst (Customer Experience & AI)
Builds
AI-driven virtual assistant features and conversational automation flows
Domain
Customer Experience, Artificial Intelligence, Conversational AI
Deliverable
product features
Required skills
Customer Experience design, Conversational design, NLP/NLU, SQL, Data analysis, Requirements gathering, Process modeling (BPMN), Agile methodologies, Generative AI concepts
Preferred skills
Azure ecosystem, Digital transformation projects, CX metrics optimization, Banking/Financial domain experience
Technologies
Azure, SQL, Power BI, Excel
Responsibilities
Design and optimize customer journeys and conversational flows for the virtual assistant; Analyze conversations and metrics to identify UX improvement opportunities; Document AS-IS and TO-BE conversational processes; Translate customer insights into functional and technical requirements; Collaborate with Product, Data, and Technology teams on AI initiatives; Define prompts, automations, and contextual responses; Monitor KPIs to drive continuous improvement of the virtual assistant.