Digital Banking Analyst – Transformation & CX

Jobstreet Malaysia; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

Jobstreet Malaysia is seeking a professional to analyze and define business requirements for delivering digital products. The role involves governance papers, research for new initiatives, and supporting testing activities including UAT and regression.

Responsibilities include managing production support within SLAs, contributing to the digital banking strategy, and driving digital transformation to enhance customer experiences and self-service capabilities.

Responsibilities

• Analyze, define and manage business requirements to support digital product delivery.
• Prepare approval papers, governance documents and conduct research/analysis for new initiatives.
• Support testing activities, including UAT, regression and production validation.
• Manage production support and operational issues within agreed SLAs.
• Contribute to the digital banking strategy and roadmap across banking, wealth and operational excellence initiatives.
• Drive transformation of customer servicing journeys through innovative digital solutions.
• Enhance customer experience and increase adoption of digital channels.
• Improve operational efficiency through automation, process redesign and continuous improvement.
• Expand self-service capabilities and simplify end-to-end customer journeys.
• Reduce dependency on branch and contact center servicing through digitalization.
• Collaborate with business, operations, technology, design and other key stakeholders.
• Apply design thinking and customer-centric approaches in product development.
• Leverage data, insights and analytical capabilities to support decision-making and product improvements.
• Demonstrate strong communication and stakeholder management skills.
• Deliver intuitive, scalable and high-impact digital experiences that support business growth and operational excellence.

Job description

Jobstreet Malaysia is seeking a professional to analyze and define business requirements for delivering digital products. The role involves governance papers, research for new initiatives, and supporting testing activities including UAT and regression.

Responsibilities include managing production support within SLAs, contributing to the digital banking strategy, and driving digital transformation to enhance customer experiences and self-service capabilities.