Senior Business Analyst - Customer Experience & Systems (Hybrid)

Western Union; Quezon City; Híbrido; PHP 420.000 - 660.000; Tempo integral

Benefícios oferecidos por esta vaga

Health insurance options

Accident and life insurance

Development platforms access

HMO coverage for dependents from day 1

Unique incentive program

Resumo da vaga

Western Union is seeking a Business Requirements Analyst to lead elicitation, analysis, and documentation from global stakeholders across Operations, Customer Experience, Product, and regional teams. You will translate business needs into user stories, functional requirements, and acceptance criteria to support Agile delivery.

The role collaborates with Product Managers, developers, QA, and business stakeholders throughout the software development lifecycle, including backlog refinement, sprint

Qualificações

• 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.

Responsabilidades

• Lead elicitation, analysis, and documentation of business requirements from global stakeholders across Operations, Customer Experience, Product, regional teams, and partner contact centers.
• Translate business needs into user stories, functional requirements, and acceptance criteria for Agile delivery.
• Collaborate with Product Managers, developers, QA teams, and stakeholders throughout the SDLC, including backlog refinement and sprint planning.
• Ensure requirements are clearly defined, aligned with objectives, and delivered with high quality.
• Drive planning and implementation of enhancements across customer channels (chatbots, IVR/voice, self-service).
• Support migration of legacy solutions onto Genesys platform for seamless customer experience.
• Facilitate cross-functional discussions on integrations, APIs, and digital capabilities to enable scalable solutions.

Conhecimentos

Communication

Critical thinking

Problem solving

Goal setting

Multitasking

Formação

Bachelor’s degree in Business Administration, Finance or Project Management

Ferramentas

MS Project

MS Excel

MS Word

MS PowerPoint

Descrição da vaga

Western Union is seeking a Business Requirements Analyst to lead elicitation, analysis, and documentation from global stakeholders across Operations, Customer Experience, Product, and regional teams. You will translate business needs into user stories, functional requirements, and acceptance criteria to support Agile delivery.

The role collaborates with Product Managers, developers, QA, and business stakeholders throughout the software development lifecycle, including backlog refinement, sprint