Digital BA | Chatbot Contact Center Project

Capco (The Capital Market Company Group); Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading consulting firm is seeking a Digital Business Analyst for a Chatbot Contact Center Project in Kuala Lumpur. The successful candidate will spearhead the design and implementation of chatbot solutions across banking and financial services clients. Ideal applicants should have at least 2 years of experience in consulting or business analysis, a solid understanding of financial services operations, and fluency in Mandarin or Cantonese. This role offers strategic involvement in exciting projects that aim to enhance the user experience and drive significant transformation.

Qualifications

• Minimum 2 years of experience in consulting or business analysis.
• Knowledge of financial services operations, especially in banking.
• Strong analytical and problem-solving skills.

Responsibilities

• Lead design and implementation of chatbot solutions.
• Gather and analyze business requirements for digital platforms.
• Define user stories and functional requirements for chatbot interactions.

Skills

Consulting

Business analysis

Project management

Chatbot platforms

NLP concepts

Agile methodologies

Fluent in Mandarin OR Cantonese

Job description

Digital BA | Chatbot Contact Center Project

Capco (The Capital Market Company Group) – Kuala Lumpur, Kuala Lumpur

Capco is an entrepreneurial consulting business with expertise in transformation, technology, and strategy. We specialize in banking and payment; capital markets; wealth & investment management; finance, risk & compliance; and technology, serving our clients from offices in leading financial centers across US, Europe and APAC. We are expanding our business rapidly across Asia (especially Malaysia). You will work on engaging projects with some of the largest banking and insurance clients in the world, projects that will deliver significant transformation and change. Besides, we have exciting growth plans in APAC and some very interesting new service lines opening. We are building the business, so now is a good time to join because you can join at the start, have an impact and play a role in its future success = promotion opportunities, better bonus opportunities and faster career progression.

Through our collaborative and efficient approach, we help our clients successfully increase revenue, manage risk and regulatory change, reduce cost and enhance control. We specialize in banking; capital markets; wealth and investment management; finance, risk & compliance; and technology. We serve our clients from offices in leading financial centers across North America, Europe and APAC.

Role Title: Digital Business Analyst | Contact Center / Chatbot Project

Responsibilities

• Lead or support the design and implementation of chatbot and conversational AI solutions across banking and financial services clients
• Gather and analyze business requirements related to digital platforms, user journeys, and automation opportunities; collaborate with cross-functional teams including UX/UI designers, developers, and data scientists to enhance chatbot capabilities and platform performance
• Define user stories, functional requirements, and process flows for chatbot interactions and platform features
• Conduct platform assessments and recommend enhancements to improve scalability, usability, and integration; monitor chatbot performance metrics and continuously optimize based on user feedback and analytics
• Communicate project updates and insights to senior stakeholders and client teams

Requirements

• 2+ years of experience in consulting, business analysis, or project management, ideally within digital transformation or platform development within a bank
• Knowledge of financial services operations, especially in banking or wealth management
• Hands-on experience with chatbot platforms/ Gen AI Project
• Familiarity with conversational design principles, NLP concepts, and user experience best practices
• Strong analytical and problem-solving skills, with the ability to translate business needs into technical solutions
• Experience working in agile environments and contributing to sprint planning, backlog grooming, and user testing
• Excellent communication skills in English; Fluency in Mandarin OR Cantonese is a MUST

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