Our client, a tier 1 global consulting firm, is seeking an experienced Business Analyst to support a large local Philippine bank on a contact centre transformation initiative. This is a 3-6 month contractual role, based on-site in the Philippines.

The engagement is focused on improving customer and agent experience through automation and conversational AI, covering the contact centre and a few integrating systems and channels. The ideal consultant can independently own this piece of work and engage directly with relevant stakeholders for the transformation. Success will be measured by improved customer and agent contact centre experience through automation.

What you will be doing

• Produce functional requirements documentation (FRS/BRD), non-functional requirements, and supporting design documentation
• Facilitate requirements workshops with both business and technical stakeholders
• Translate business requirements into clear, structured documentation usable by solution architects and developers
• Develop process flows, swim lanes, use cases, and traceability matrices
• Work as part of a project team with a blend of business and technical expertise
• Engage across cross-functional stakeholders, including business, vendor, and IT teams
• Contribute to a workstream that integrates with other systems/channels beyond the core contact centre

Your background

• 3-5+ years of experience as a Business Analyst on large transformation programs (Financial Institutions / Contact Centre / AI transformations preferred)
• Strong ownership mindset, able to independently own a piece of work and engage relevant stakeholders
• Strong experience producing FRS/BRD, non-functional requirements, and design documentation
• Proven ability to facilitate requirements workshops with business and technical stakeholders
• Experience translating business requirements into documentation usable by architects and developers
• Comfortable managing multiple stakeholders across business, vendor, and IT teams
• Strong written documentation skills (process flows, swim lanes, use cases, traceability matrices)
• Prior consulting experience is a nice-to-have, not required. Greater emphasis on hands-on BA/transformation/product development experience
• Nice to have: exposure to Financial Institutions, Contact Centre systems & operations, or AI transformation programs
• Nice to have: familiarity with conversational AI / virtual assistant concepts

Other important information

• Engagement length: 3-6 months
• Location: Philippines, fully onsite
• Start date: immediate
• English proficiency is sufficient; Tagalog is not required