SUMMARY:
Senior Business Analyst: Credit Experience - Cape Town
POSITION INFO:
Our Banking Client is currently looking for an experienced Senior Business Analyst: Credit Experience based in Somerset West. The successful candidate will be responsible for analysing, designing and improving customer journeys across the Bank's credit products, ensuring that regulatory requirements are translated into practical business and system requirements while maintaining an efficient and user-friendly customer experience. The role requires a specialist who can balance regulatory compliance, customer needs, risk considerations and commercial objectives while supporting the development of new credit capabilities. Key Responsibilities Business Analysis & Requirements Definition Gather, analyse and document business requirements for credit products and customer journeys. Translate regulatory requirements into clear functional and non-functional requirements. Develop business rules, user stories, acceptance criteria and process documentation. Ensure requirements are traceable from regulatory obligations through to implementation and supporting evidence. Work with Product, Compliance, Legal, Risk, Design and Technology teams to clarify requirements. Identify gaps, dependencies and opportunities for improvement. Credit Customer Journey Design Analyse and design end-to-end customer journeys across credit products. Define customer information, consent, disclosures and supporting evidence requirements. Ensure customer journeys meet regulatory and business requirements. Support the design of credit application, onboarding, affordability assessment, contracting and servicing journeys. Ensure requirements are applied consistently across digital and assisted channels. Work with UX\/Design teams to create simple, efficient and compliant customer experiences. Regulatory Compliance Integration Translate applicable credit and financial services legislation into practical business requirements. Apply knowledge of the National Credit Act (NCA), including affordability assessments and responsible lending requirements. Incorporate relevant FICA customer identification and verification requirements. Ensure POPIA requirements are appropriately reflected in customer information processing and consent. Define appropriate disclosures, declarations and record-keeping requirements. Work with Compliance and Legal teams to validate regulatory interpretations and implementation requirements. Customer Experience Optimisation Identify unnecessary complexity and friction within customer journeys. Analyse customer drop-off, abandonment and process inefficiencies. Recommend improvements to customer interactions and information requirements. Challenge unnecessary controls or requirements where the underlying regulatory obligation can be achieved more effectively. Balance customer experience, compliance, commercial and risk considerations. Support continuous improvement of credit customer journeys. Systems & Technology Collaboration Work closely with developers, engineers and Solution Architects. Translate business requirements into clear system behaviour and functional specifications. Understand system integrations, APIs, data flows and dependencies. Identify impacts of proposed changes across channels, processes and systems. Participate in solution discussions and support technical delivery. Ensure requirements are understood and implemented correctly. Testing, Implementation & Problem Resolution Develop and support business acceptance criteria. Participate in testing and User Acceptance Testing (UAT). Validate that implemented solutions meet business and regulatory requirements. Investigate customer experience and compliance-related incidents. Conduct root-cause analysis and recommend corrective requirements. Support implementation and post-launch improvements. Maintain ownership of requirements through to successful delivery. Innovation & Continuous Improvement Identify opportunities to simplify and improve credit customer journeys. Apply structured problem-solving and systems thinking. Use AI and modern analytical tools to improve requirements analysis, scenario development and documentation quality. Ensure AI-assisted outputs are appropriately reviewed and validated. Support the development of scalable credit capabilities within a growing banking environment. Minimum Requirements Proven Senior Business Analyst experience within banking. Strong understanding of consumer credit products and the lending lifecycle. Previous banking experience essential. Proven experience designing regulated customer journeys, preferably within lending. Experience developing or implementing customer journeys or significant new capabilities from scratch. Greenfield or major transformation project experience. Strong business analysis fundamentals, including requirements gathering, process analysis, business rules, data, traceability and testing. Working knowledge of the National Credit Act, FICA and POPIA. Experience balancing customer experience with compliance, risk and commercial considerations. Experience working across digital and assisted customer channels. Experience collaborating with Product, UX\/Design, Compliance, Legal, Risk and Technology teams. Understanding of APIs, integrations, data and system behaviour. Strong analytical, communication and problem-solving skills. Ability to demonstrate actual implementation and delivery outcomes. Essential Experience Applicants must demonstrate proven experience in: Banking and consumer credit. Credit customer journey design. Regulatory requirements analysis. Business requirements gathering and documentation. Customer experience optimisation. Credit application and lending processes. NCA, FICA and POPIA requirements relevant to credit journeys. Business rules and process analysis. Digital and assisted customer channels. Cross-functional stakeholder engagement. Systems and technology collaboration. Testing and implementation. Greenfield development or significant transformation projects. Key Competencies Strong builder mentality. Deep understanding of consumer lending. Customer-centric thinking. Regulatory awareness. Strong analytical and problem-solving skills. Systems thinking. Attention to detail. Constructive challenge and curiosity. Technical fluency. Strong stakeholder communication. Commercial awareness. Accountability and ownership. Ability to work independently. Adaptability and initiative. Comfortable using AI tools to support analysis and delivery. Please take note: if you have not been contacted within 14 days, please consider your application unsuccessful.
