Business Analyst - Client Experience

Citco GSGS; Toronto; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading financial services firm in Toronto is seeking a Business Analyst to enhance client capabilities through a comprehensive CX strategy. This role involves working closely with business users and IT teams to gather requirements and document system specifications for CX roadmap initiatives. The ideal candidate will have experience in CX/UI/UX within the financial sector and be proficient in Agile methodologies. This position requires strong communication skills and the ability to work in a fast-paced environment.

Benefits

Flexible working arrangements

Diversity and inclusion support

Qualifications

• Experience with CX/UI/UX and Financial Services preferred.
• Involvement with transformation projects highly desired.
• Proficient in JIRA, Confluence, MS Project, Excel.

Responsibilities

• Gather and document requirements for CX initiatives.
• Work collaboratively with business and IT teams.
• Assist project management and testing teams.

Skills

CX/UI/UX experience

Experience with transformation projects

SDLC knowledge

AGILE methodologies

Proficiency in JIRA

Proficiency in Confluence

Proficiency in MS Project

Proficiency in Excel

Excellent communication skills

Job description

About Citco

The market leader. The premier provider. The best in the business. At Citco, we’ve been the front‑runner in our field since our incorporation in 1948 led to the evolution of the asset servicing sector itself. This pioneering spirit continues to guide us today as we innovate and expand, push beyond the boundaries of our industry, and shape its future. From working exclusively with hedge funds to serving all alternatives, corporations and private clients, our organization has grown immensely across asset classes and geographies. For us, this progress is a pattern that we’ll only maintain as we move forward, always prioritizing our performance. So for those who want to play at the top of their game and be at the vanguard of their space, we say: Welcome to Citco.

Qualifications

About You

• Experience with CX/UI/UX, Direct-to-Consumer and/or the Financial Services industry are preferred.
• Previous involvement with transformation projects is highly desired.
• Experience with SDLC, Waterfall, and AGILE methods of development.
• Proficient in JIRA, Confluence, MS Project, Excel.
• Excellent interpersonal and communication skills.
• Experience in the asset management industry is beneficial.
• Previous experience working with IT development teams, ideally in a SCRUM environment.
• Knowledge and experience with CRM solutions.
• Ability to work in a fast paced, complex IT environment.
• Highly self‑motivated, energetic, strong work ethic and results‑oriented with the ability to inspire performance excellence in distributed teams.

Our Benefits

Your well-being is of paramount importance to us, and central to our success. We provide a range of benefits, training and education support, and flexible working arrangements to help you achieve success in your career while balancing personal needs. Ask us about specific benefits in your location.

We embrace diversity, prioritizing the hiring of people from diverse backgrounds. Our inclusive culture is a source of pride and strength, fostering innovation and mutual respect.

Citco welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection.

Responsibilities

About the Team

The Client Experience (CX) team is responsible for developing and collaboratively implementing our comprehensive strategy to continually enhance Citco’s client capabilities. Leading with a human‑centered design mindset and a native‑digital approach, these capabilities drive and enable Citco to design and deliver a positive and seamless client experience tailored for all clients across all touchpoints. The CX team works collaboratively across all global lines of business, partnering with business leaders and clients to identify needs, solutions, and value creation opportunities for stakeholders.

The business analyst will be responsible for working closely with business users, IT staff, department managers, and the project team to gather system requirements and document system specifications for CX roadmap initiatives. The business analyst is also responsible for assisting project management, development, testing, training, and support teams.

This role reports to the CX Senior Program Manager.

Your Role

• Work with the business staff, technology staff, and all relevant project resources to produce comprehensive requirements and detailed specifications for existing and new functionality, interfaces, and reports. Analyze enhancement requests, defects and other issues, translating them into professional specifications.
• Represent the business in documenting, communicating, and prioritizing agreed requirements with the project team.
• Gather and document requirements and specify solutions to complex business challenges, working with the business and/or project team, via new solutions and/ or by leveraging or extending an existing suite of solution components.
• Develop a detailed understanding of planned and existing solution components.
• Work with the development and project teams to determine solution effort, in order to represent options and costs within the project plan.
• Assist the QA and UAT testing groups by providing direction & support for User Acceptance Testing, creation of test cases, and test plan creation.
• Document outstanding current state issues into summary format for communication to the user group and project team for prioritization and subsequently to Steering Committees and project sponsors for approval of priorities. Maintain the repository of enhancement requests and issues & bugs while recording status and monitoring prioritization changes and incorporation into project planning.
• Lead demonstrations with business, support, and training groups within the project for new and improved applications, communicate detailed descriptions of functionality changes and provide follow‑up support as required.
• Develop and maintain a working knowledge of business rules and documentation of business processes as they pertain to the business applications to ensure accuracy, consistency, legal compliance, and data integrity.
• Some travel may be required.