Job Overview As a senior business analyst, you will play a pivotal role in shaping the IT services and processes within various segments. * Conduct thorough data analysis and interviews to gain insights on enhancing customer experience. * Enhance processes to be customer-centric, maximizing value for both customers and the business. * Develop and implement a comprehensive customer journey strategy, manage stakeholder relationships, and define product/service, process, and channel policies in accordance with external regulations and risk/compliance guidelines. Responsibilities include: