AI-Driven Banking Experience Analyst

OVERSEA-CHINESE BANKING CORPORATION LIMITED; Singapore; On-site; SGD 60,000 - 100,000; Full time

Job summary

OCBC Bank is seeking an experienced Business Analyst to drive the next generation of multi-channel banking and AI-enabled customer experiences across OCBC's Consumer Banking platforms.

The role spans Customer Services and Customer Protection across Mobile and Internet Banking, partnering with Business, Operations, Risk, Data, AI, and Technology teams to reimagine journeys and deliver intelligent experiences.

Qualifications

• Minimum 5 years of Business Analysis experience in banking, financial services, digital transformation, or customer experience initiatives.
• Strong understanding of retail banking, customer servicing processes, and digital banking channels.
• Experience in Digital Banking, Fraud Prevention, Payments & Transfers, and Customer Authentication & Security.
• Experience analysing and improving customer journeys across multiple channels and touchpoints.
• Strong analytical and problem-solving capabilities with the ability to translate complex business needs into practical solutions.
• Familiarity with AI, data-driven decisioning, workflow automation, or customer service automation initiatives is advantageous.
• Experience working in Agile delivery environments using tools such as Jira and Confluence.
• Excellent stakeholder management and communication skills.

Responsibilities

• Partner with business, operations, branch, contact centre, and risk stakeholders to understand customer and business needs.
• Lead requirements analysis and translate business objectives into functional requirements, user stories, process flows, and acceptance criteria.
• Design and optimise end-to-end customer journeys across multiple channels, ensuring a consistent and integrated customer experience.
• Support AI-driven initiatives such as customer servicing automation, intelligent recommendations, customer insights, operational efficiency, and fraud/scam detection capabilities.
• Collaborate closely with technology, data, and AI teams to identify opportunities for automation and innovation.
• Facilitate workshops and stakeholder discussions to evaluate solution options and drive alignment.
• Support project delivery through testing, implementation, production readiness, and issue resolution.

Skills

Business Analysis

Stakeholder management

Agile delivery

JIRA

Confluence

Tools

JIRA

Confluence

Job description

OCBC Bank is seeking an experienced Business Analyst to drive the next generation of multi-channel banking and AI-enabled customer experiences across OCBC's Consumer Banking platforms.

The role spans Customer Services and Customer Protection across Mobile and Internet Banking, partnering with Business, Operations, Risk, Data, AI, and Technology teams to reimagine journeys and deliver intelligent experiences.