About the Role
We are seeking a highly motivated Senior Business Analyst to join our team. In this role, you will assess existing business product features and customer journeys while identifying opportunities for high-value creation with customer centricity at the core. You will collaborate closely with business stakeholders and technical teams within Agile squads to conceptualise, redesign, and deliver best-in-class customer journeys and product experiences. You will also play a key role in analysing business requirements, identifying operational improvements, and driving innovations that enhance user acquisition, engagement, revenue streams, and Net Promoter Score (NPS).
What you will be doing
Assess existing business product features and customer journeys to identify opportunities for improvement and value creation
Work within Agile squads alongside business and technical teams to conceptualise and redesign best-in-class customer journeys
Conduct requirements gathering through workshops, surveys, questionnaires, discussions, and role shadowing
Identify pain points, process gaps, and opportunities to reengineer workflows for greater efficiency and value
Perform value chain analysis and assess operational processes to drive optimisation and cost benefits
Analyse and prioritise business requirements while researching market drivers, trends, and competitor practices locally and globally
Develop and deliver clear, data-driven presentations and pitches to support proposed business solutions
Collaborate closely with business stakeholders, technical teams, and senior management to ensure alignment with business goals
Support the Business squad in proposing To-Be processes and obtain approvals from Compliance, Audit, Risk, and Legal governance teams
Champion end-to-end customer journeys that emphasise customer centricity and exceptional customer experience
Contribute to Agile delivery by writing user stories, defining acceptance criteria, and participating in usability testing
Utilise Agile tools such as Jira, Figma, and Confluence to support delivery and collaboration
Lead change management efforts including training, knowledge transfer, FAQs, and operational documentation
Communicate complex ideas clearly through storytelling, presentations, and stakeholder engagement
What we're looking for
Proven experience in Business Analysis, preferably within banking, financial services, or digital transformation environments
Strong understanding of customer journey mapping, process optimisation, and value creation
Experience working in Agile environments with knowledge of Scrum methodologies
Hands-on experience with tools such as Jira, Figma, and Confluence
Strong analytical and research skills with the ability to translate insights into actionable business solutions
Excellent stakeholder management skills and ability to work with cross-functional teams
Strong communication skills (verbal and written) with the ability to present complex concepts clearly
A proactive mindset with the confidence to challenge legacy processes and propose innovative solutions
A digitally curious mindset and keen interest in leveraging emerging technologies and digital trends within the banking industry
Flexible, resilient, and adaptable working style in fast-paced environments
What we offer
At RHB Banking Group, we are committed to fostering a collaborative and inclusive work environment that empowers our employees to reach their full potential. We offer competitive remuneration, comprehensive benefits, and ample opportunities for professional development and career growth.
Top Skills
What We Do
We are a multinational regional financial services provider that is committed to deliver complete solutions to our clients through differentiated segment offerings and an ecosystem that supports simple, fast and seamless customer experience, underpinned by cohesive and inspired workforce and relationship built with stakeholders Headquartered and listed in Malaysia, RHB Banking Group is the longest established local bank, formed though the mergers of several banks, the oldest of which was founded in 1913. RHB Banking Group and its subsidiaries provide a full range of services ranging from retail banking, business banking, corporate and investment banking, Islamic banking, transaction banking to treasury, insurance, asset management, private equity and stockbroking services. TOGETHER WE PROGRESS Our strong heritage is the foundation of our commitment to continue serving the community. For over a 100 years, we have been helping people and businesses grow and succeed, and will continue to do so. Our experience gives us an in-depth understanding of the needs of our customers and partners, inspiring us to constantly innovate and improve to serve them better. With their unending support, we have established ourselves with a strong footprint throughout Malaysia and we are now present in 9 other countries across the ASEAN region. We hope our legacy and pursuit for excellence continues as we tirelessly cultivate and nurture the next generation through our actions and words, preparing a brighter future ahead. We thank those who believe in us and welcome everyone to join us on our exciting journey of progress. The time has come for us to move forward in unison, to realise our greater potential together. Our new brand promise "Together We Progress” honours our past, celebrates the present and welcomes the future. We invite you to join us as we work towards a better and brighter future for all.
