Senior Change Business Analyst

The job holder has proven expertise in end-to-end journey assessments across both digital and traditional banking processes. The role demands a strong command of Lean Six Sigma methodologies, advanced process optimization, and journey reengineering techniques. The incumbent will be responsible for diagnosing systemic inefficiencies, eliminating waste, and embedding data-driven improvements that elevate customer experience, strengthen risk and compliance posture, and accelerate automation and digital transformation.
- Lead and manage various aspects of E2E Journeys Assessment, including diagnostics, re-design, and implementation.
- Capture and analyze VOC, NPS, CSAT, and customer complaints data to pinpoint friction process steps.
- Prioritize and execute projects that deliver measurable uplift in customer experience and in line with the overall CXCG strategy.
- Apply DMAIC, DMADV or DFSS frameworks to address process gaps and redesign critical journeys.
- Define, monitor...