Business Analyst - Customer Service Automation (Business Banking)
Core
Translate Business Banking Customer Service challenges into clear, testable, implementation-ready requirements and process models to enable PEGA-based automation.
Role type
Senior Business Analyst (Customer Service Automation)
Builds
PEGA-based automation solutions for Customer Service workflows
Domain
Banking / Customer Service Automation
Deliverable
production ML models | product features
Required skills
Business Analysis, Requirements Engineering, Process Analysis, Agile product team experience, User story writing, Functional specifications, Acceptance criteria, Business process modeling (BPMN), Backlog refinement, Sprint preparation, UAT support, Workflow platforms (PEGA), Jira, Confluence, Miro
Preferred skills
Regulated environments experience, Banking experience, German language proficiency
Technologies
PEGA, Jira, Confluence, Miro, BPMN
Responsibilities
Lead end-to-end functional analysis for Customer Service automation initiatives; Own backlog readiness for priority initiatives; Identify automation opportunities and produce reusable process and decision models; Embed traceability and validation routines across refinement and delivery rituals; Collaborate with Product Owners, Engineers and Architects to surface technical constraints; Build trusted relationships with frontline Customer Service workers to validate requirements; Drive continuous improvement of BA standards, templates and practices.
Seniority
Senior, hands-on IC
