A major financial institution's retail digital channels team is expanding the chatbot roadmap that supports both employee and individual customer journeys. This senior Business Analyst will combine project management and business analysis skills with hands-on experience in chatbot and AI implementations to translate stakeholder needs into deliverable product features within the bank's digital channels.
The mission
The project focuses on integrating conversational AI into existing digital channels to improve self-service, reduce manual handling, and increase first-contact resolution. The technical landscape includes conversational platforms, API-driven channel integrations, and product backlogs organised into Opuses and Features using an MVP approach. Work links to product owners, UX researchers, development squads and external vendors.
On a day-to-day basis you will own the functional definition and acceptance criteria for Opuses and Features related to chatbot improvements. You will manage initiatives from initiation through delivery, coordinate UAT, and measure post-release success with KPIs. Your role is the bridge between business stakeholders, UX, vendor teams and the product organisation, ensuring releases are ready for go-to-market activities.
Your responsibilities
- Lead the consolidation and prioritisation of stakeholder needs and pain points to define clear product scope and acceptance criteria.
- Translate business requirements into functional designs and user journeys for chatbot and AI use cases.
- Coordinate cross-functional delivery, managing vendors, squads and product owners to keep Opuses and Features on track.
- Define and support User Acceptance Testing and production validation, ensuring traceability from requirement to release.
- Monitor live KPIs after release, identify improvement opportunities and feed them back into the backlog.
- Support change and go-to-market activities by preparing release documentation and stakeholder communications.
Your profile
Essential skills
- 6+ years of experience combining project management and business analysis, preferably within a financial institution.
- Demonstrable functional experience with chatbot and AI implementation projects, including defining intents, flows and acceptance criteria.
- Strong stakeholder management skills, able to engage business owners, product teams and external vendors.
- Proven ability to define MVPs, slice features and work with product backlogs.
- Excellent written and spoken English, strong communicator in multi-disciplinary teams.
Preferred skills
- Practical experience with Agile delivery methods and backlog refinement sessions.
- Experience organising and running User Acceptance Testing (UAT).
- Project management or business analysis certification is an advantage.
Languages
- English, C1
- French, B2 (plus)
- Dutch, B2 (plus)
Education
- Master degree or equivalent professional experience in a related field.