Job Description

About the Role

We are seeking a highly motivated Senior Business Analyst to join our team. In this role, you will assess existing business product features and customer journeys while identifying opportunities for high-value creation with customer centricity at the core. You will collaborate closely with business stakeholders and technical teams within Agile squads to conceptualise, redesign, and deliver best-in-class customer journeys and product experiences. You will also play a key role in analysing business requirements, identifying operational improvements, and driving innovations that enhance user acquisition, engagement, revenue streams, and Net Promoter Score (NPS).

What you will be doing

• Assess existing business product features and customer journeys to identify opportunities for improvement and value creation

• Work within Agile squads alongside business and technical teams to conceptualise and redesign best-in-class customer journeys

• Conduct requirements gathering through workshops, surveys, questionnaires, discussions, and role shadowing

• Identify pain points, process gaps, and opportunities to reengineer workflows for greater efficiency and value

• Perform value chain analysis and assess operational processes to drive optimisation and cost benefits

• Analyse and prioritise business requirements while researching market drivers, trends, and competitor practices locally and globally

• Develop and deliver clear, data-driven presentations and pitches to support proposed business solutions

• Collaborate closely with business stakeholders, technical teams, and senior management to ensure alignment with business goals

• Support the Business squad in proposing To-Be processes and obtain approvals from Compliance, Audit, Risk, and Legal governance teams

• Champion end-to-end customer journeys that emphasise customer centricity and exceptional customer experience

• Contribute to Agile delivery by writing user stories, defining acceptance criteria, and participating in usability testing

• Utilise Agile tools such as Jira, Figma, and Confluence to support delivery and collaboration

• Lead change management efforts including training, knowledge transfer, FAQs, and operational documentation

• Communicate complex ideas clearly through storytelling, presentations, and stakeholder engagement

What we're looking for

• Proven experience in Business Analysis, preferably within banking, financial services, or digital transformation environments

• Strong understanding of customer journey mapping, process optimisation, and value creation

• Experience working in Agile environments with knowledge of Scrum methodologies

• Hands-on experience with tools such as Jira, Figma, and Confluence

• Strong analytical and research skills with the ability to translate insights into actionable business solutions

• Excellent stakeholder management skills and ability to work with cross-functional teams

• Strong communication skills (verbal and written) with the ability to present complex concepts clearly

• A proactive mindset with the confidence to challenge legacy processes and propose innovative solutions

• A digitally curious mindset and keen interest in leveraging emerging technologies and digital trends within the banking industry

• Flexible, resilient, and adaptable working style in fast-paced environments

What we offer

At RHB Banking Group, we are committed to fostering a collaborative and inclusive work environment that empowers our employees to reach their full potential. We offer competitive remuneration, comprehensive benefits, and ample opportunities for professional development and career growth.