A career as a Senior Business Analyst in the Customer Experience Center (CEC) Transformation team at National Bank means acting as a transformation expert. Through your skills in transformation and business analysis, you will contribute to the implementation of new technologies.

Your job:

• Work on the transformation journey of contact centers, dealing with various SaaS solutions, automation, and AI technology and others.

• Be the lead in analyzing, investigating, and documenting business requirements for new and ongoing initiatives.

• Conduct high-level and detailed impact analyses on all aspects of the process, in collaboration with experts.

• Support product owners, business line partners, and IT teams in their decision-making and deliverables within the scope of transformation projects.

• Be the expert on new technologies and the point of contact for multiple stakeholders.

• Apply best practices to identify and write business requirements, stakeholder requirements, and solution requirements (functional, non-functional, informational, transitional), understand their links, keep them updated throughout their lifecycle, and ensure their traceability.

• Define, identify, and execute user and integration test cases for deliverables to be deployed.

• Collaborate with multidisciplinary teams (business line, developers, analysts, solution architects, etc.) and be able to offer various analyses (functional, data, quality assurance).

Your team: The CEC Transformation team is composed of experts who work in an agile, proactive, and collaborative manner to seize opportunities, stay at the cutting edge of technology, and transform our contact centers while continuously improving processes. Our team stands out for the diversity of talents and the willingness of everyone to contribute together to achieving the organization's goals.

The Bank values continuous development and internal mobility. Our personalized training programs, based on learning in action, allow you to master your profession and develop new areas of expertise. Tools such as the Data Academy, language training, the Harvard Learning Center, and coaching and mentoring support are always available to you.

Prerequisites:

• University degree related to the field of activity and seven to ten years of relevant experience.

• Skills and experience in business analysis.

• Experience in end-to-end business process transformation, change management, and continuous improvement.

• Experience in transformation capability and AI solution delivery.

• Experience with test scenarios and user support.

• Knowledge of Agile methodologies (Scrum, Kanban, SAFe) and Atlassian tools (JIRA, Confluence...).

Soft skills: Ability to think strategically, with analytical, synthesis, and communication skills.

Languages:

English, French

Reason to require this language: you will need to discuss frequently with our service providers or partners who speak a language other than French.