Business Analyst – CRM Cloud Solutions (#442)

As a Lead Business Analyst, you will play a pivotal role in driving collaboration across multiple teams to ensure business requirements align with strategic product vision and delivery timelines. You will lead requirements elicitation, backlog management, and production validation, while proactively identifying and resolving gaps between expected and actual service performance. You will also mentor junior analysts, promote process improvements, and work closely with stakeholders to implement best practices across departments, contributing to testing and incident troubleshooting.
 

Key Responsibilities:
 

Requirement Management & Strategic Alignment

• Develop and execute the approach and plan for requirement definition.

• Lead discussions to ensure requirements align with business objectives and IT strategy.

• Break down complex business needs into detailed, user-focused stories.

• Define and monitor key performance indicators (KPIs) that measure product success.

• Ensure compliance with regulatory, security, and governance standards.

• Continuously refine requirements to improve operational efficiency and customer experience.
   

Stakeholder Engagement:
 

• Collaborate with Product Owners and engineering teams on backlog prioritization and planning.

• Facilitate cross-functional workshops to clarify and refine requirements.

• Manage and resolve dependencies between teams to ensure smooth delivery.

• Serve as a liaison between business and technical teams to drive successful implementation.

• Mentor junior analysts (P1 & P2), encouraging best practices and professional development.
   

Validation, Quality Assurance & Production Support:
 

• Ensure thorough validation of business requirements in production releases to minimize disruptions.

• Identify performance gaps proactively and drive corrective actions.

• Lead root cause analysis (RCA) for incidents and promote continuous improvement.

• Work with IT, operations, and QA teams for smooth deployments and incident resolution.

• Support governance teams in enforcing compliance with IT security, risk, and operational policies.
   

Process Improvement & Governance Compliance:
 

• Promote standardization of business processes and best practices across teams.

• Identify and implement initiatives to optimize business efficiency.

• Advocate for backlog management and user story writing best practices.

• Ensure adherence to IT governance, security, and compliance standards.

Qualifications & Requirements:
 

• Minimum 5 years’ experience as a Business Analyst, Product Owner, or similar role.

• Ability to align business requirements with overall product vision and business strategy.

• Demonstrated ownership and accountability for requirements management and backlog grooming.

• Experience in cross-functional leadership and stakeholder management.

• Proven ability to mentor junior analysts (P1 & P2) and promote professional growth.

• Continuous improvement mindset with focus on business optimization.

• Solid understanding of IT product delivery lifecycle and vendor management.

• Expertise in Agile methodologies (Scrum/Kanban) for backlog management and requirements refinement.

• Business-level proficiency in Japanese.

Preferred Experience (Contact Center Domain)
 

• Experience with chatbots and voice bots (IVR) operations.

• Familiarity with Genesys or similar telephony systems.

• Knowledge of Salesforce or other CRM/chatbot platforms.

• Ability to design, implement, and optimize chatbot and IVR workflows.

• Experience analyzing contact center data to improve customer experience and operational efficiency.

• At least 2 years of experience in the insurance industry (or relevant domain).