Lead Conversation Banking BA

A Leading Financial Services Group is seeking a visionary Lead Conversation Banking BA to head business analysis streams across global contact center transformation programs. In this senior functional leadership role, you will take absolute responsibility for managing and mentoring a team of Business Analysts while driving large-scale digital channel modernizations. Furthermore, you will partner with executive headers to design customer conversation journeys and streamline contact center operations. Consequently, this position is vital for advancing conversational banking capabilities on a global scale.

The Lead Conversation Banking BA must combine extensive business analysis leadership with deep domain knowledge of contact centers and banking interfaces. Working within fast-paced Agile setups, you will lead requirement elicitation workshops, backlog refinement, user story creation, and User Acceptance Testing (UAT). Therefore, the company is looking for a strategic leader who has exposure to Chatbots, Voicebots, NLU, LLMs, or Genesys Cloud platforms. If you want to direct landmark conversational AI transformations, this position offers an exceptional platform.

Key Responsibilities

• Lead and manage business analysis workstreams across complex global contact center transformation initiatives.
• Mentor, guide, and evaluate a team of Business Analysts, enforcing business analysis best practices.
• Collaborate with business leaders and technology teams to elicit, document, and refine functional requirements.
• Drive process mapping, customer conversation journey design, functional specifications, and Agile user stories.
• Facilitate Agile ceremonies, backlog refinement sessions, UAT execution, and stakeholder alignment meetings.
• Incorporate modern conversational technologies (Chatbots, Voicebots, NLU) into target operating models.

Requirements and Qualifications

• Bachelor’s degree in Engineering, Computer Science, Business Administration, or a related discipline.
• 12+ Years of overall Business Analysis experience, with 4-5+ years operating as a Lead Business Analyst.
• Proven track record leading BA teams within transformation programs inside large global banking organizations (HSBC preferred).
• Deep functional understanding of the Contact Center domain or core Banking functions interfacing with Contact Centers.
• Beneficial exposure: Chatbot/Voicebot implementations, NLU, LLMs, Generative AI, RM Chat (WhatsApp), or Genesys Cloud.