Senior Business Analyst - Customer Experience

Job Title

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

Responsibilities:

Drive the "Define and Design" phase for all prioritised initiatives within the Customer & Proposition platform.

Work cross-functionally with stakeholders to build detailed high-level business requirements.

Develop stakeholder and process maps, map customer journeys, and conduct as-is and future state assessments.

Facilitate stakeholder workshops and fully document business requirements in alignment with project methodologies.

Customer Journey Mapping & Design: Lead stakeholder workshops to map current ('as-is') customer journeys, identify pain points, and define detailed future-state processes and requirements for high-priority transformations.

Business Value & Impact Assessment: Develop comprehensive business cases, including benefits realization, defining Objectives & Key Results (OKRs), and preparing Customer Impact Assessments for all customer-facing initiatives.

Utilise proficiency in design tools like Figma to quickly prototype and iterate on future-state customer journeys and interfaces, working closely with UX/UI designers and development teams to ensure technical feasibility and optimal user flow.

Experience:

8+ years of experience as a Business Analyst with at least 2 years BA experience in Customer Experience in Financial Services.

Design thinking, ability to manage multiple stakeholder expectations, communicate in a clear non-ambiguous manner, conduct requirements workshops, drive decision making.

Experience in documenting business case, business process modelling, requirement elicitation through workshops.

Manage projects from inception through design to delivery.

An IT background with a solid grounding in technology.

Experience of working in both Agile & waterfall SDLCs.

Communication, group dynamics, collaboration and continuous improvement are core – being best practice driven.

About NTT DATA:

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future.