Business Analyst (Customer Service)

Salmon Group Ltd operates a Customer Service Business Analytics team that connects business stakeholders with product and technology teams. The Business Analyst will gather and document requirements, coordinate cross-functional delivery, support testing and acceptance, investigate incidents, and analyze operational data to improve service quality and efficiency across debit portfolios.

Responsibilities:

• Engage in in-depth business and systems analysis with an emphasis on IT integration within the banking sector, showcasing your ability to understand and streamline complex processes
• Manage changes end-to-end: document requirements, align with product and engineering teams, accept deliverables
• Coordinate across CS, Credit Product, Risk, Collections, and other departments
• Create impeccable documentation including BRDs (Business Requirements Documents), FSDs (Functional Specifications Documents), specs, User Stories, Test Cases, and Use Cases
• Embrace a systems thinking approach, delve into testing, and collaborate closely with development teams to drive innovation and excellence
• Investigate incidents and escalations, tracing root causes and turning them into lasting process or system fixes
• Analyze operational data to identify opportunities to improve service quality, speed, and efficiency across the stream

Requirements:

• 2+ years as a business analyst or similar role in fintech, banking, or a digital company
• Experience describing and optimizing business processes (BPMN, user flows, use cases)
• Exceptional decision-making skills, with a focus on empathetic solutions that balance development costs with business objectives
• Ability to work with data: basic SQL, experience with BI dashboards (Metabase, Looker, Tableau, or similar)
• Understanding of CRM systems and ticketing platforms
• Strong cross-functional communication and stakeholder management skills
• English B2+
• credit products (POS lending, revolving credit)
• understanding of the credit lifecycle (origination, servicing, delinquency, restructuring)
• experience in a regulated environment
• Jira / Confluence