Business Analyst (GenAI Initiatives) - Leading Life Insurance Group - J12868

Our client, a leading Life Insurance Group in Hong Kong, is seeking a Business Analyst to drive their AI-driven Customer Service initiatives. In this role, you will bridge the gap between business needs and advanced technology, leading business analysis, requirements gathering, and end-to-end User Acceptance Testing (UAT) for AI deployments—including Generative AI (GenAI) chatbots, voice automation, and agent copilot tools. Your focus will be on ensuring an accurate, compliant, and seamless experience across the end-to-end customer journey.

Key Responsibilities:

• Collaborate with cross-functional stakeholders to capture and analyze business requirements for AI-driven initiatives, contact center automation, and intelligent digital touchpoints.

• Translate business needs and customer pain points into functional specifications, detailed user stories, and specialized test cases for conversational AI flows, intent routing, and AI guardrails.

• Design, coordinate, and oversee the execution of comprehensive UAT plans. Validate AI model outputs, response accuracy, conversational tone, and integration with core insurance systems.

• Identify, document, and prioritize system defects and AI performance anomalies (e.g., logic gaps, misrouting, hallucinations) during testing. Partner closely with AI engineers, data scientists, and business units to refine model behavior.

• Develop comprehensive training plans, change management documentation, and user guides to help front-line agents and operations staff smoothly adopt AI copilot tools and hybrid human-in-the-loop workflows.

• Provide post-go-live support by monitoring AI performance metrics (e.g., containment rates, intent accuracy), troubleshooting production issues, and driving continuous optimization based on real-world customer interactions.

Job Requirements:

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

• 4+ years of relevant experience as a Business Analyst, with a proven track record of supporting AI, machine learning, conversational chatbot, or front-office digital transformation projects.

• Experience within the Life Insurance or Financial Services sector is highly preferred.

• Practical experience planning and executing structured UAT phases, ideally including conversational flow testing, intent mapping, or data validation.

• Excellent interpersonal skills, with a demonstrated ability to effectively translate requirements between technical teams and non-technical business stakeholders.

• Strong analytical mindset with an understanding of data privacy, compliance, and risk management considerations unique to AI deployments in insurance.

• 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 (GenAI Initiatives) - Leading Life Insurance Group - J12868 in the subject header.

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