Digital Transformation Analyst — Operations & Customer Experience

Captar Partners Limited; Hong Kong; On-site; HKD 420,000 - 660,000; Full time

Job summary

Captar Partners Limited seeks an experienced Business Analyst to drive digital transformation, enhance customer journeys, and promote operational excellence. The role collaborates with cross‑functional teams to deliver business solutions, streamline processes, and support technology-enabled change.

Responsibilities include requirements gathering, UAT support, and delivering governance through accurate documentation and metrics. A minimum 5 years’ BA experience in financial services is expected.

Qualifications

• Minimum 5 years’ experience in Business Analysis within insurance or financial services.
• Experience in policy services, customer experience, AML operations, risk management, or digital product/operations transformation is preferred.
• Strong background in driving projects from requirements gathering through implementation.

Responsibilities

• Analyse business processes, customer journeys, and operational workflows for service improvements.
• Gather, document, and validate requirements, user stories, and functional specs; conduct impact and gap assessments.
• Coordinate stakeholders across Operations, Customer Service, Risk/AML, Technology; facilitate workshops and discussions.

Skills

Stakeholder management

Workshop facilitation

Vendor coordination

Analytical thinking

Communication

Problem solving

Project coordination

Education

Bachelor’s degree in Business Administration or Information Systems

Job description

Captar Partners Limited seeks an experienced Business Analyst to drive digital transformation, enhance customer journeys, and promote operational excellence. The role collaborates with cross‑functional teams to deliver business solutions, streamline processes, and support technology-enabled change.

Responsibilities include requirements gathering, UAT support, and delivering governance through accurate documentation and metrics. A minimum 5 years’ BA experience in financial services is expected.