Business Analyst - 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 Requirement
• 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 the structured UAT phase
• s.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