Customer Service & Support Jobs in Kowloon City, Hong Kong S.A.R. (Now Hiring) — 60 open

GCB 6

We are currently seeking a high calibre professional to join our team as a Change Agent.

In this role you will:

• Change Agent (AKA Business Analyst) is responsible for the multi-channel customer experience delivered by cross-functional teams
• Support and engage with cross-functional and market teams with no direct line responsibility for those individuals
• Using storyboarding, task analysis, and user research tasks to capture, develop user requirements and support product owner(s) to prioritize backlog
• Support Agile development practices, identify improvement opportunities and help execute changes, facilitating release planning, backlog refinement and Agile ceremonies
• Adopt a customer-centric mindset to help ensure business requirements deliver the target business outcomes and drive customer values
• Engaging with relevant channel teams, technology teams, digital teams, legal, risk and compliance teams to document design options and recommendations
• Exploring data to find actionable insights and make product recommendations through funnels, cohort analyses, long term trends, user segmentation and regression models
• Identify and document scenarios and user acceptance criteria and to drive testing
• Work with business users on the UAT execution, defects follow-up with application development team
• Assist with change management activities to ensure new journey is understood and embedded
• Conduct user training session on system functionalities

To be successful you will need:

• 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 and best practice techniques is preferred
• Experience gathering requirements and conducting design activity, with a mix of business, operations and technology focused projects is preferred
• Familiarity with the HSBC standards and processes would be an advantage
• Able 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

Opening up a world of opportunity

www.hsbc.com/careers

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.

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