Semi Senior Business Analyst
Core
Design, optimize, and evolve customer journeys and conversational flows for digital channels, leveraging AI and NLP to enhance user experience.
Role type
Semi Senior Business Analyst (Customer Experience & Conversational Design)
Builds
Customer digital journeys, conversational flows, and AI-driven experience improvements
Domain
Customer Experience (CX) and Conversational AI
Deliverable
product features
Required skills
Business Analysis, Customer Experience (CX), Conversational Design, NLP, NLU, SQL, BPMN, Azure SQL, Azure Data Factory, Generative AI, User Story Writing, Agile Methodologies
Preferred skills
Virtual Assistant/Chatbot projects, Digital CX metrics, Intelligent Automation, Financial sector digital products, Requirements management tools
Technologies
Azure (SQL, Data Factory, AI services), Power BI, Excel
Responsibilities
Design and optimize customer journeys and conversational flows; Analyze conversations and metrics to identify UX improvements; Define AS-IS and TO-BE processes; Translate business needs into functional requirements; Collaborate with Product, Tech, and Data teams; Participate in AI initiatives for conversational experiences; Monitor KPIs to measure initiative impact.
Seniority
Semi Senior, hands-on IC