TMO - Senior Business Analyst (Segmentation Strategy)

Strategic Initiative C1 focuses on building a customer led segmentation model to better understand customer needs, create differentiated value propositions, design meaningful customer experiences, and drive customer engagement across priority customer segments.

Important Notes

• Please note that this position is currently open to local candidates only and is not open for expatriate applicants
• These are Individual Contributor (IC) roles, the primary expectation is hands on execution, analysis, solution development, and stakeholder collaboration rather than people management
• These positions are business-oriented transformation roles within Banking & Financial Services. They are not IT Business Analyst positions
• Prior experience in Banking, Financial Services. Candidates from unrelated industries will not be considered

1. WS1 – CUSTOMER INSIGHT & CVP MANAGEMENT

a. Description

• Conduct customer research and analyze customer behaviors, needs, pain points, and opportunities across customer segments
• Develop customer personas, need states, and jobs-to-be-done frameworks
• Consolidate insights from customer feedback, internal data, frontline observations, and market intelligence
• Benchmark customer propositions and industry best practices
• Support the design and continuous enhancement of Customer Value Propositions (CVP)
• Translate customer insights into actionable business recommendations

b. Requirements

• Must have 6 - 8 years of experience in Banking, Financial Services, Fintech, Customer Insight, Customer Segmentation, Product Strategy, Marketing, or Consulting
• Strong qualitative and quantitative research capabilities
• Experience analyzing customer behavior, customer needs, and market trends
• Ability to convert research findings into practical business recommendations
• Strong analytical thinking, storytelling, and presentation skills

2. WS2 – SOLUTIONS & CUSTOMER JOURNEY

a. Description

• Analyze customer needs and business problems to identify solution opportunities.
• Gather, document, and manage business requirements and solution specifications.
• Design solution concepts and assess business impact and feasibility.
• Map current and future-state customer journeys.
• Identify customer pain points and improvement opportunities.
• Collaborate with Product, Technology, Operations, Risk, Data, and Business teams to deliver solutions.
• Support MVP development, testing, pilots, and performance optimization.

b. Requirements

• Must have 6 - 8 years of experience in Banking, Financial Services, Fintech, Business Analysis, Product Development, Digital Banking, Customer Experience, Service Design, or Business Transformation
• Hands-on experience in requirements gathering and solution design
• Strong understanding of customer journey mapping and process improvement
• Ability to work effectively with both business and technology stakeholders
• Strong problem-solving, communication, and stakeholder management skills
• Experience supporting digital product delivery or transformation initiatives is preferred

3. WS3 – BUSINESS MANAGEMENT & GOVERNANCE

a. Description

• Analyze business performance across customer segments and identify growth opportunities.
• Support KPI frameworks, scorecards, dashboards, and performance reporting
• Build business cases, financial impact assessments, and benefits realization analysis
• Collaborate with Finance, Data, and Business teams to ensure accurate measurement and reporting
• Support governance processes, execution tracking, and strategic initiative monitoring.
• Provide management insights to support prioritization and decision-making

b. Requirements

• Must have 6 - 8 years of experience in Banking, Financial Services, Fintech, Business Planning, Performance Management, Strategy, Finance, PMO, Governance, or Transformation
• Strong analytical and financial analysis skills
• Experience developing KPIs, dashboards, scorecards, and management reports
• Ability to translate data into actionable business insights
• Strong stakeholder management and presentation skills
• Experience in strategic execution, governance, or large-scale transformation programs is a plus