Change Agent

1 week ago

Kowloon, Hong Kong SAR China HSBC Full time

Principal responsibilities Change Agent (AKA Business Analyst) is responsible for the multi-channel customer experience delivered by cross-functional teams, supporting cross-functional and market teams with no direct line responsibility for those individuals, engaging with relevant channel teams, technology teams, digital teams, legal, risk and compliance teams to document design options and recommendations. Using storyboarding, task analysis, and user research tasks to capture, develop user requirements and support product owner(s) to prioritize and refine backlog, collaborate with developers and subject matter experts to ensure user stories are developed correctly and meet acceptance criteria. Drive Agile development practices, identify improvement opportunities and assist with change management activities to ensure new journey is understood and embedded, facilitating release planning, identifying opportunities to drive continuous improvement in a dynamic and Agile environment. Adopt a customer-centric mindset to help ensure business requirements deliver the target business outcomes and drive customer values. Exploring data to find actionable insights and make product recommendations through funnels, cohort analyses, long term trends, user segmentation and regression models. Identifying opportunities for straight through approval or processing through data automation and workflow automation. Conduct user training session on system functionalities, identify and document scenarios and user acceptance criteria and to drive testing, and work with business users on the UAT execution, defects follow-up with application development team. Qualifications/Requirements A university graduate with degree in Business or Technology - related discipline; 3 years in business analysis is preferred but not required; Good understanding of Change Methodology Frameworks, Agile methodologies, testing methodology and process and hands-on experience of test execution is preferred; Extensive experience in customer-Centric Design, sourcing of customer insight, importance of customer testing, conducting design activity with a mix of business, operations and technology focused projects is preferred; Experience of delivering change into different audiences and managing implementation in banking environments including branch, contact center, trading floor, operations, head office would be an advantage; Ability to work independently, under pressure and proactively in a fast paced environment with multiple deadlines, strong interpersonal, communication and presentation skills with good command of written and spoken English; Proven ability to work across regions whilst maintaining a global perspective with senior stakeholders and sponsors. Opening up a world of opportunity HSBC is committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and opportunities to grow within an inclusive and diverse environment. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website. Issued by The Hongkong and Shanghai Banking Corporation Limited. #J-18808-Ljbffr

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