Job Description

Delivery & Departmental Outcomes

• Lead the end-to-end business analysis and delivery of digital platforms and projects for Commercial Digital department
• Ensure digital initiatives align to departmental strategy, business objectives, regulatory obligations, and customer outcomes
• Translate strategic goals into clearly defined product features, delivery roadmaps, and measurable outcomes
• Own analysis quality and delivery accountability across initiatives, from discovery through production and BAU

Product-Led & Digital Platform Delivery

• Partner with Product Managers to shape product vision, roadmaps, and value prioritisation
• Drive continuous discovery and backlog management to support incremental and scalable digital delivery
• Lead requirements definition for digital platforms, including web, mobile, APIs, and backend integrations
• Define and manage functional and non-functional requirements including performance, scalability, resilience, security, and observability
• Ensure solutions are designed for reusability, long-term platform sustainability, and operational efficiency

Group Technology & Cross-Functional Collaboration

• Work closely with Group Technology teams to ensure alignment with enterprise architecture, security, and engineering standards
• Act as the primary business analysis interface between Commercial Digital and Group Technology delivery teams
• Collaborate with Project Manager, Solution Architect, Engineering, Architecture, DevOps, Data, and Cyber teams across the group
• Manage dependencies and impacts across multiple platforms, systems, and value streams

Customer Experience, Data & Analytics

• Collaborate with UX/CX and Research teams on customer journey mapping, usability testing, and experience design for SME customers
• Translate SME customers pain points and insights into clear platform requirements
• Partner with Data and Analytics teams to define KPIs, success metrics, and tracking requirements (e.g. adoption, conversion, STP rates, NPS, revenue impact)
• Use data insights and customer feedback to inform prioritisation, continuous improvement, and delivery decisions

Quality Assurance & Testing Support

• Develop test scenarios, test cases, and acceptance criteria
• Coordinate or support UAT cycles with Group Technology, BUs and operations
• Ensure defects are logged, triaged, and resolved before release
• Validate that delivered features meet business expectations

Post-Production Support & Platform Stability

• Provide leadership and oversight for post-production daily support and platform monitoring, issue triage, and functional troubleshooting
• Partner with Technology and Operations to assess production incidents, root cause, and business impact
• Drive prioritisation and delivery of defect fixes and platform enhancements
• Ensure production changes maintain platform stability, performance, and regulatory compliance

Change Management & Business Adoption

• Support business readiness, operational change, and go-to-market activities for new digital capabilities
• Work with Operations and frontline teams to design processes, SOPs, and training materials
• Ensure smooth adoption of digital solutions and minimal disruption to SME customers and internal users

Leadership & Governance

• Establish and maintain BA standards, delivery frameworks, and documentation quality
• Provide clear status, risk, and dependency reporting to senior leadership
• Act as a trusted advisor on scope, delivery trade-offs, and change impacts

Risk, Compliance & Control

• Ensure SME digital solutions meet regulatory, risk, and compliance requirements (MPAP, KYC/KYB, AML, credit policy, data privacy, BNM policies)
• Embed controls and auditability into platform design and delivery
• Support regulatory change, audits, and risk remediation initiatives

Required Skills & Experience

• Bachelor’s degree in Business, Finance, Technology, or related discipline
• Minimum 5 years of Business Analysis related experience, with significant consumer or SME banking exposure
• Proven experience delivering complex digital platforms or enterprise-scale initiatives
• Strong experience working with Group Technology or shared services technology models
• Deep understanding of digital banking platforms, integrations, and operating models
• Strong Agile / product-led delivery experience, with proficiency in Jira and Confluence and the ability to produce clear process flows, journey maps, and documentation using Miro, Figma, or draw.io equivalent tools
• Excellent leadership, stakeholder management, and decision-making skills

Preferred Qualifications

• Experience in large, regulated financial institutions
• Familiarity with enterprise architecture, DevOps, and IT service management models
• Experience working across multiple delivery partners or vendors
• Certifications such as CBAP, PMI-PBA, SAFe, Agile BA

Key Competencies

• Ownership and accountability for delivery outcomes
• Strategic and systems thinking
• Strong collaboration across business and technology
• Structured problem solving
• Customer and value-driven mindset