Lead Business Analyst (#445)

As a Lead Business Analyst, you will play a critical role in driving cross-team collaboration, ensuring business requirements align with strategic product vision and delivery milestones. You will lead requirement elicitation, backlog management, and production validation while proactively identifying and addressing gaps between expected and actual service performance. Additionally, you will mentor junior analysts, promote process improvements, and work closely with stakeholders to drive best practices across multiple teams while contributing to testing and incident troubleshooting efforts.

Key Accountabilities

Requirement Management & Strategic Alignment

1. Decide the approach and plan for requirement definition.

2. Lead requirement discussions, ensuring alignment with business objectives and IT strategy.

3. Decompose and structure complex business requirements into detailed, user-centric stories.

4. Define and track key performance indicators (KPIs) that measure product success.

5. Ensure requirements align with regulatory, security, and governance standards.

6. Critically evaluate and refine business requirements to enhance efficiency and customer experience.

Required Skills & Experience

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

• Experience in leading requirement discussions and managing dependencies across teams.

• Strategic thinking and decision-making capabilities.

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

• Strong ownership and accountability.

• Proven ability to lead requirement management and backlog grooming.

• Cross-functional leadership across multiple teams and departments.

• Mentorship experience with junior analysts (P1 & P2), including thought leadership.

• A mindset of continuous improvement with a focus on efficiency optimization.

• Strong understanding of IT product delivery processes and vendor management.

• Practical experience with Agile methodologies (Scrum/Kanban) for backlog and requirement refinement.

• Business-level Japanese language proficiency.

Nice to Have

• Experience with contact center operations, especially chatbots and voicebots (IVR).

• Knowledge of Genesys or other telephony systems.

• Familiarity with Salesforce or other CRM/chatbot technologies.

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

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

• Experience in the insurance domain (minimum 2 years or per team requirement).