Customer Experience Business Analyst

5 months ago


Kuala Lumpur, Malaysia Prudential plc Full time

Prudential's purpose is to help people get the most out of life. We will deliver our purpose by creating a culture in which diversity is celebrated and inclusion assured, for our colleagues, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and in exchange, we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow and Succeed.

Business Analyst in the Customer Experience Project Management Unit

1. Gather input on project requirement from the relevant units / departments and analyze the impact or changes required for the customer service platforms involved

2. Act as a bridge between project stakeholders, including project managers, development teams, and end-users to ensure requirements comprehension across all parties.

3. Translate the project requirements and documenting all of it as Business Requirement, User Story and User Journey that serve as reference for development and implementation.

4. Act as the Subject Matter Expert in providing the feedback and suggestion from the customer’s point of view on the requirement and user journey to for better customer experience.

5. To lead the preparation on the testing approach in performing the UAT, ORT, identifying the tester, and brief the necessary details to the tester.

6. To support in performing the UAT and ORT for any new and enhancement projects when required.


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