AI Assistant, Customer Journey and Service Transformation

• Analyse business processes, customer journeys and operational workflows; identify service improvement, digitalisation and automation opportunities; gather, document and validate business requirements, user stories, process flows and functional specifications; and conduct impact and gap assessments.

• Consolidate procedures, service guidelines, FAQs and operational knowledge; structure and maintain business knowledge repositories; coordinate content review and validation; and ensure content quality, consistency and governance.

• Coordinate Operations, Customer Service, Technology and vendor stakeholders; facilitate workshops, walkthroughs and requirement discussions; drive alignment, decisions and follow-up actions.

• Prepare and review UAT scenarios and test cases; support UAT execution, defect resolution, implementation and deployment; and assist with user training, communications, adoption and feedback collection.

• Develop and maintain project plans and delivery schedules; track milestones, actions, dependencies, issues and risks; prepare status reports and management updates; analyse operational data and business metrics; and define, track and review expected benefits and success measures.

Required Qualifications:

• Minimum five years’ experience in Business Analysis within the insurance industry.

• Experience in policy services, customer experience, digital products or operations transformation initiatives is preferred.

• Proven experience in driving projects from requirements gathering through implementation.

• Strong stakeholder management and workshop facilitation skills.

• Experience in digital transformation initiatives; experience in AI-related projects is preferred.

• Strong analytical, communication and problem-solving skills, together with strong project coordination and delivery management capabilities.

• Bachelor’s degree or above in Business Administration, Information Systems or a related discipline.

• Strong trilingual communication skills in English, Cantonese and Mandarin