Business Analyst (Digital Services)

Job Description

About the Role

We are looking for an experienced Business Analyst to drive the next generation of multi-channel banking and AI-enabled customer experiences across OCBC's Consumer Banking platforms.

This role supports initiatives spanning Customer Services, and Customer Protection (Fraud & Scam Prevention) across Mobile Banking and Internet Banking. You will partner with Business, Operations, Risk, Data, AI, and Technology teams to reimagine customer journeys, automate processes, and deliver intelligent, seamless experiences across both digital and assisted channels.

Key Responsibilities

. Partner with business, operations, branch, contact centre, and risk stakeholders to understand customer and business needs.

. Lead requirements analysis and translate business objectives into functional requirements, user stories, process flows, and acceptance criteria.

. Design and optimise end-to-end customer journeys across multiple channels, ensuring a consistent and integrated customer experience.

. Support AI-driven initiatives such as customer servicing automation, intelligent recommendations, customer insights, operational efficiency, and fraud/scam detection capabilities.

. Collaborate closely with technology, data, and AI teams to identify opportunities for automation and innovation.

. Facilitate workshops and stakeholder discussions to evaluate solution options and drive alignment.

. Support project delivery through testing, implementation, production readiness, and issue resolution.

Requirements

. Minimum 5 years of Business Analysis experience in banking, financial services, digital transformation, or customer experience initiatives.

. Strong understanding of retail banking, customer servicing processes, and digital banking channels.

. Experience in one or more of the following domains:

o Digital Banking (Mobile & Internet Banking)

o Fraud & Scam Prevention

o Payments & Transfers

o Customer Authentication & Security

. Experience analysing and improving customer journeys across multiple channels and touchpoints.

. Strong analytical and problem-solving capabilities with the ability to translate complex business needs into practical solutions.

. Familiarity with AI, data-driven decisioning, workflow automation, conversational AI, or customer service automation initiatives is advantageous.

. Experience working in Agile delivery environments using tools such as JIRA and Confluence.

. Excellent stakeholder management and communication skills.

Preferred Profile

. Experience delivering omni-channel customer experience transformation programmes.

. Exposure to AI-enabled customer service, digital assistants, fraud analytics, or intelligent automation solutions.

. Proven ability to bridge business, operations, data, and technology teams to deliver measurable business outcomes.

. Passion for leveraging technology and AI to create secure, seamless, and personalised banking experiences.