Senior Business Analyst - Chatbot
- Hong Kong
- Permanent
- Full-time
- Lead the planning and execution of digital initiatives focused on insurance chatbot solutions, supporting the Transformation Lead in aligning strategy with business goals.
- Facilitate Agile/Scrum ceremonies including sprint planning, daily stand-ups, backlog grooming, and retrospectives to ensure timely and high-quality delivery.
- Collaborate with stakeholders across business units, IT, vendors, and customer service teams to define user stories, prioritize features, and optimize chatbot workflows.
- Oversee the development and continuous improvement of chatbot content, ensuring accurate intent recognition, relevance to insurance products, and alignment with customer service standards.
- Monitor chatbot performance metrics and user feedback to identify areas for enhancement and ensure consistent service quality.
- Coordinate testing and deployment activities, including system changes and infrastructure updates, to maintain platform stability and minimize service disruptions.
- Stay current with AI and chatbot technologies, especially within the insurance domain, to identify opportunities for innovation and improved customer engagement.
- Provide support to end users and resolve system-related issues, ensuring smooth operation of digital platforms.
- Manage ad-hoc requests and administrative tasks, contributing to overall project success and operational efficiency.
- Minimum 3 years of experience in insurance or related industries, with a focus on digital transformation and customer engagement.
- Proven experience managing chatbot projects, ideally within an insurance or financial services context.
- Strong knowledge of Agile/Scrum methodologies, with hands-on experience in sprint management and cross-functional team coordination.
- Familiarity with individual insurance products, customer service operations, and regulatory considerations.
- Solid understanding of AI technologies and chatbot platforms, with a passion for digital innovation.
- Experience with contact center technologies such as CRM systems, IVR, chatbot platforms, and live chat tools is a plus.