Job Description

Job Summary:

The Business Analyst (Digital & CX) will focus on improving digital banking experiences, customer engagement, and self-service channels across all Digital Web Interfaces, Mobile Apps, and Dealer Portals.

 

Key Responsibilities:

Gather and analyze business requirements for digital banking channels.

Define and optimize user journeys, customer engagement workflows, and self-service portals.

Work with UI/UX teams to enhance customer experience on Newgen digital platforms.

Collaborate with IT teams to implement APIs, omnichannel integration, and automation.

Conduct usability testing, system validation, and CX enhancements.

 

Qualifications & Skills:

6+ years of experience in digital banking and customer experience analysis.

Strong expertise in Digital Web & Mobile interfaces.

Experience with customer self-service portals.

Knowledge of web and mobile banking regulations.

Strong analytical, communication, and presentation skills.

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