Business Analyst

Key Responsibilities

• Drive end-to-end requirement gathering for AI-driven customer and agent journeys across Life and P&C insurance domains.
• Conduct workshops with regional and country stakeholders to finalize processes and conversational flows.
• Conduct research and analysis to identify industry trends, best practices, and new technologies to bring in WOW factor in revised future flows.
• Write clear, detailed user stories, acceptance criteria, and functional specifications for AI voicebot/chatbot and hybrid UI experiences.
• Document requirements for servicing transactions, claims, investment journeys, and policy management and create revised workflows where necessitated.
• Collaborate closely with UX/UI teams and solution architects to ensure seamless integration of conversational and visual elements.
• Maintain documentation and track approvals for requirement sign-off.
• Support functional testing and UAT by clarifying requirements and validating user stories.
• Take accountability for requirement quality and ensure alignment with the vision for renewed customer experience.

Must-Have Skills & Experience

• Proven experience in Business Analysis for digital transformation or AI/Chatbot projects.
• Strong proficiency in writing user stories, process flows, and requirement documentation.
• Hands-on experience with Agile methodologies and tools like Jira or Confluence.
• Ability to collaborate effectively with UI/UX teams for hybrid conversational journeys.
• Familiarity with insurance domain (Life and/or P&C) and policy servicing processes.
• Excellent stakeholder management and workshop facilitation skills.
• Strong sense of ownership and ability to drive customer-centric solutions.

 Good-to-Have

• Experience with AI/ML-based customer engagement platforms or conversational design.
• Understanding of regulatory compliance in insurance across multiple markets.
• Exposure to multi-country projects with phased delivery timelines.