Business Analyst (Customer Service Transformation) - Leading Life Insurance Company - J12868

Our client, a leading Life Insurance Group in Hong Kong, is seeking a Business Analyst to drive their Customer Service initiatives. In this role, you will lead business analysis, requirements gathering, and end-to-end UAT and defect management, ensuring a seamless and high-quality experience across the end-to-end customer journey for policyholders.

Key Responsibilities:

• Work closely with cross-functional stakeholders to capture and analyze business requirements aimed at optimizing the customer service domain, contact centre workflows, and digital touchpoints.

• Translate customer pain points and business needs into functional specifications, detailed user stories, and comprehensive, risk-based UAT plans aligned with the end-to-end customer journey.

• Design, coordinate, and oversee the execution of thorough User Acceptance Testing (UAT) scenarios and test cases. Validate front-office workflows, customer-facing portals, and communication logic across systems to ensure a seamless experience.

• Identify, document, and prioritize system defects during UAT. Collaborate closely with IT teams and business units to evaluate operational impacts on the customer experience and ensure resolutions comply with quality standards.

• Create and deliver comprehensive training plans, user guides, and documentation for front-line customer service agents, support teams, and operational staff to facilitate smooth adoption.

• Provide post-go-live support by troubleshooting production issues impacting customer service channels, clarifying operational test scenarios, and driving stabilization activities during the initial deployment phase.

Job Requirements:

• Bachelor’s degree in Business Administration, Computer Science, Information Technology, or a related discipline.

• 4+ years of relevant working experience as a Business Analyst, ideally leading or supporting customer service, customer experience (CX), or front-office digital transformation projects within the Life Insurance sector.

• Strong analytical capabilities, problem-solving skills, and practical experience in planning and executing structured UAT phases.

• Excellent interpersonal and communication skills, with a proven ability to bridge the gap between technical developers and non-technical customer service stakeholders.

• Exceptional organizational and time management skills, with the ability to manage multiple deliverables and meet strict project timelines.

• Proactive, self-motivated, and deeply focused on continuous improvement of the end-to-end customer experience.

• Solid understanding of life insurance operations is a distinct advantage.

• Fluency in professional verbal and written English and Chinese (Cantonese) is essential.

If this outstanding opportunity sounds like your next career move, please submit through "Apply Now" or send your resume in Word format to Emmy Yiu at resume@pinpointasia.com and put Business Analyst (Customer Service Transformation) - Leading Life Insurance Company - J12868 in the subject header.

Data provided is for recruitment purposes only.