Senior Analyst, Product

The Western Union Company; Quezon City; Hybrid; PHP 502,000 - 837,000; Full time

Benefits offered by this job

Hybrid work arrangement

Health insurance options

Incentive program

Job summary

The Western Union Company is hiring for a Business Requirements Lead to collect and document needs from global stakeholders across Operations, Customer Experience, Product, and more. The role focuses on translating requirements into user stories and acceptance criteria to drive Agile delivery.

You will collaborate with Product Managers, developers, QA, and business teams through the full SDLC, support cross-channel enhancements, and assist with migrating legacy solutions to Genesys, ensuring

Qualifications

• 2+ years of experience in financial services or project/process management.
• Bachelor’s degree in business administration, finance or project management or equivalent.
• Excellent communication skills.
• Knowledge of Western Union products or compliance processes would be considered an advantage.

Responsibilities

• Elicit, analyze, and document business requirements from global stakeholders across Operations, Customer Experience, Product, regional business teams, and partner contact centers.
• Translate business needs into comprehensive user stories, functional requirements, and acceptance criteria to support Agile delivery methodologies.
• Collaborate closely with Product Managers, developers, quality assurance teams, and business stakeholders throughout the software development lifecycle, including backlog refinement, sprint planning, prioritization, testing, validation, and deployment activities.
• Ensure requirements are clearly defined, aligned with business objectives, and delivered with high quality.
• Drive the planning, coordination, and implementation of enhancements across customer interaction channels, including chatbots, IVR/IVA, voice, and self-service platforms.

Skills

Communication skills

Critical thinking

Problem solving

Multi-tasking

Education

Bachelor's degree in business administration, finance or project management

Tools

MS Project

MS Excel

MS Word

MS PowerPoint

Job description

Role Responsibilities

Lead the elicitation, analysis, and documentation of business requirements from global stakeholders across Operations, Customer Experience, Product, regional business teams, and partner contact centers. Translate business needs into comprehensive user stories, functional requirements, and acceptance criteria to support Agile delivery methodologies. Collaborate closely with Product Managers, developers, quality assurance teams, and business stakeholders throughout the software development lifecycle, including backlog refinement, sprint planning, prioritization, testing, validation, and deployment activities. Ensure requirements are clearly defined, aligned with business objectives, and delivered with high quality. Drive the planning, coordination, and implementation of enhancements across customer interaction channels, including chatbots, IVR/IVA, voice, and self-service platforms. Support the migration and modernization of legacy conversational solutions onto the Genesys conversational platform, ensuring seamless customer experiences and operational continuity. Facilitate cross-functional discussions related to system integrations, APIs, and digital capabilities required to enable scalable, customer-facing solutions. Partner with technical and business teams to identify and address dependencies, risks, and implementation requirements. Identify opportunities to optimize customer journeys, improve operational efficiency, and increase self-service adoption through data-driven insights and process improvements. Develop and maintain business documentation, dashboards, reporting, and performance metrics to support project delivery, stakeholder visibility, decision-making, and global expansion initiatives

Role Requirements

2+ years’ experience in financial services or project/ process management. Bachelor’s degree in business administration, finance or project management or equivalent skills are required. Excellent communication skills. Demonstrated critical-thinking, problem-solving, and goal-setting skills are required. Ability to manage multiple deliverables in a highly energized and fast-paced environment within a framework of constantly shifting deadlines and deliverables. Experience with eliciting, analyzing, and documenting requirements with minimum support. Knowledge of Western Union products, Care or Compliance processes would be considered as an advantage. Knowledge of MS Project, MS Excel, MS Word, MS Power Point is required.

Workplace Option HYBRID

Western Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. The expectation is to work from the office a minimum of three days a week.

BENEFITS AND OTHER DETAILS

You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few. Please see the benefits below specific to your country. If applicable, additional role-specific benefits will be mentioned during your interview process or in an offer of employment.

• Paid sick leave and vacation leave
• HMO coverage with dependents from day 1 of employment, subject to insurer's review
• Unique incentive program

Other Details

We are passionate about honoring our employee's identity and fostering a feeling of belonging. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.

Estimated Job Posting End Date: 11-27-2026

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.

At Western Union, we’re more than a trusted name in global payments. We’re moving beyond remittances, beyond cash, and beyond the expectations of our customers. Our talented teams enable us to transform into a digital-first company, built on the strength of our retail foundation and powered by next-generation payments. All this with the goal of helping people prosper. Our customers inspire us to push boundaries and create services that make life easier and communities stronger. Wherever you are in the world, we’re committed to shaping the next generation of financial experiences. Join us as we go beyond and be part of a team that’s redefining what’s possible.