Conversation Banking BA

A Leading Financial Services Group is seeking an analytical Conversation Banking BA to support its contact center transformation and digital channels practice. In this business-facing transformation role, you will take responsibility for gathering, evaluating, and documenting business requirements across global banking lines. Furthermore, you will compile Business Requirement Documents (BRDs), user stories, and functional specifications to guide conversational AI developments. Consequently, this position is crucial for optimizing customer communication workflows and driving digital engagement.

The Conversation Banking BA must combine extensive business analysis experience with a strong understanding of Contact Center functions and digital conversation technologies. Working in an agile Scrum environment, you will perform process mapping, change impact assessments, and user acceptance testing (UAT) oversight. Therefore, the company is looking for a collaborative functional analyst who has exposure to Chatbots, Voicebots, NLU, and Generative AI platforms. If you want to engineer next-generation conversational solutions, this position offers an ideal path.

Key Responsibilities

• Gather, analyze, and document comprehensive business requirements from global business stakeholders.
• Compile precise Business Requirement Documents (BRDs), user stories, functional specifications, and process maps.
• Partner with cross-functional technology, operations, and business squads to drive Agile software delivery.
• Perform detailed process analysis and change impact assessments to support operational readiness.
• Support User Acceptance Testing (UAT) execution, bug triage, and functional validation during system rollouts.
• Align digital conversation solutions (Chatbots, Voicebots, RM Chat) with organizational targets and user needs.

Requirements and Qualifications

• Bachelor’s degree in Business Administration, Commerce, Information Technology, or a related discipline.
• 10+ Years of Business Analysis experience, with 3-4+ years operating explicitly in Business Transformation BA roles.
• Proven core experience in large global organizations, with a preference for Banking or Contact Center domain exposure.
• Hands-on experience with Agile methodologies, requirement elicitation frameworks, and process documentation tools.
• Beneficial: Exposure to Chatbot/Voicebot tools, NLU, LLMs, Generative AI, RM Chat (WhatsApp), or Genesys Cloud.