JOB TITLE: Business Analyst (Journey Expert - Customer and Coach Engagement)
JOB LOCATION: Level 11, Five Star Tower, 28Bis Mac Dinh Chi Street, Da Kao Ward, District 1, HCMC
PARTNERSHIP WITH: ANZ BANK (BIG4 AUSTRALIA-BASED BANK)
WHY SHOULD YOU JOIN US
HCLTech partners with ANZ Bank which is one of the BIG4 Australia-based banks to build engineering teams for cutting-edge digital transformation projects.
Are you ready to take the role in shaping the future of banking We are pioneers in revolutionizing the banking experience. As we embark on an ambitious digital transformation journey of our client
ANZ Bank an Australia's top global banks, we are looking for visionary experts/engineers to join a dynamic squad of skilled engineers, shaping the future of banking through cutting-edge technologies.
- Work in hybrid mode
- Be part of a transformational journey that is redefining the banking landscape and driving innovation that impacts millions of users financial well-being
- Work in a vibrant, inclusive and diverse environment that values your unique perspectives
- Collaborate with top-tier professionals, learn and grow alongside the best in the industry
- Competitive compensation package including benefits that support your well-being and professional development
ABOUT THE ROLE
At ANZ Plus, our focus is on being digital-first while ensuring differentiated, personalised human support. The Get Help and Give Feedback Value stream is committed to the human-supported offering, continuously enhancing customer experiences through insights, data, and feedback.
DUTIES AND RESPONSIBILITIES
- Collaborate with our Business Leads and Product Owner's to shape and deliver projects that enhance ANZ Plus customer experience.
- Deliver new features and improve existing ones to boost customer and ANZ Plus Coach experiences.
- Optimise processes to be simple, efficient, and effective.
- Unravel requirements through collaboration, meetings, virtual workshops, and more.
- Create, manage and deliver initiatives from start to finish.
- Gather feedback and insights to drive continuous improvement.
- Join the broader team of Engineers, Architects, and Experience Designers to create user-centric solutions using modern platforms like Twilio, Salesforce, Google services and iOS/Android.
- Embrace AI and innovative solutions to create a differentiated customer and coach experience
- Ensure simplicity in solutions and align with other teams on end-to-end customer journeys.
- Work with change managers and stakeholders to communicate and embed changes successfully
JOB REQUIREMENTS
*** Must-have skills
- At least 5 years of experience in total at a Business Analyst or at a similar role
- Skills in Business Analysis, Product Management, and Business Processing, plus any frontline customer experience or digital transformation.
- Demonstrated success delivering digital projects in complex environments.
- Go-getter attitude with a knack for problem-solving and using your initiative to find answers and move forward without needing constant direction.
- Passion for the people aspect of product development, curiosity, and a thirst for knowledge. You love brainstorming solutions, weighing options, testing assumptions and crave insights.
- Elicitation techniques (e.g., workshops) for discovery work, gathering requirements, writing user stories, defining acceptance criteria, and refining the backlog.
- Careful documentation and communication to ensure alignment.
- Customer focus to anticipate needs and identify opportunities to create features that surprise and delight.
- Complex problem-solving skills to break down problems into manageable parts.
- Agile mindset to contribute to and participate in agile ceremonies like ideation sessions, refinement, showcases, and retrospectives.
- Flexibility to adapt to change and ambiguity, wearing different hats as needed.
- Positive mindset with a desire to create a fun team culture and learn alongside your peers.
*** Nice-to-have skills
- CRM, customer servicing, support experience projects
- Customer engagement projects (chat, voice, video, etc.)
- Quality Assurance, or form-based evaluation projects
- Data or analytics projects
- Business process automation or optimisation projects
- Twilio, Salesforce, Mobile (Android, iOS), Google CCAI/Dialogue Flow or AI/ML/NLP
- Knowledge of data security, privacy and sanitisation or data transformation
- Any digital transformation project experience
- Experience working in a matrix structure rather than a dedicated cross functional team
- Demonstrated understanding of product management principles and delivering to outcomes or objectives rather than outputs
- Success measurement and reporting on impact of change
- Banking or financial services
- Demonstrated time and task management proficiency comfort working independently and collaboratively
- Proficiency with Figma, JIRA, Confluence
- Experience with customer interview, user interviews or gathering feedback and insights from users
- Ability to evaluate options and make recommendations, critical thinking, and inductive/deductive reasoning
- Ability to communicate with context and explain strategy or objectives which underpin the value context of a project
*** What can we offer you:
- Choose your own path to success you will have the freedom to define the vision and responsibility for making it happen.
- Identify problems and unlock opportunities for the consumers of our platform through technology solutions.
- Opportunity to work with some super smart people.
- You will be helping build a platform that will be used by millions of customers every day.
- To attract and keep the best talent, we make sure all our employees are well rewarded.
SALARY AND BENEFITS
- Salary: Completely feel free to tell us your expected number!!!
- 18 paid leaves/year (12 annual leaves and 6 personal leaves)
- Insurance plan based on full salary + 13th month salary + Performance bonus
- 100% full salary and benefits as an official employee from the 1st day of working
- Medical benefit for employee and family
- Working in a fast-paced, flexible, and multinational working environment. Chance to travel for business in Australia
- Free snacks, refreshment, and parking
- Internal training (Technical & Functional & English)
- Working time: 08:30 AM - 06:00 PM from Mondays to Fridays (meal breaks included)
***Note: We highlyappreciate your interest in this position of HCLTech Vietnam. After reviewing all applications, only qualified candidates will be contacted for the next steps within 15 days from date of submission
