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