Product Owner / Business Analyst - AI Chatbot (12 months contract)

Role Overview We are seeking an experienced Business Analyst / Product Owner to support Conversational Banking and Digital Engagement initiatives. The successful candidate will work closely with business stakeholders, digital product teams, UX designers, engineers, and AI/NLP specialists to deliver chatbot and virtual assistant capabilities that enhance customer experience across retail and wealth banking channels. The role will focus on defining customer journeys, chatbot conversation flows, business requirements, and product enhancements for conversational banking platforms, enabling customers to seamlessly access banking services through digital channels. Key Responsibilities - Gather, analyze, and document business requirements for chatbot and conversational banking initiatives. - Define end-to-end customer journeys, user stories, process flows, and acceptance criteria. - Work with business stakeholders to identify customer pain points and digital servicing opportunities. - Design and optimize conversational experiences, including intent mapping, dialogue flows, FAQs, and self-service journeys. - Collaborate with Product Managers, UX/UI Designers, Architects, and Development teams throughout the product lifecycle. - Support chatbot training, testing, and continuous improvement through customer feedback and analytics. - Own and prioritize the product backlog, ensuring alignment with business objectives. - Facilitate Agile ceremonies including sprint planning, backlog grooming, and stakeholder reviews. - Conduct UAT planning, execution, defect management, and production readiness activities. - Monitor chatbot performance metrics, customer adoption, containment rates, and service effectiveness. Required Skills & Experience - 5+ years of experience as a Business Analyst, Product Owner, or Digital Product Analyst within Banking, Financial Services, FinTech, or Digital Transformation environments. - Proven experience delivering chatbot, virtual assistant, conversational AI, or digital self-service solutions. - Strong understanding of customer journey mapping, user experience (UX), and digital banking channels. - Experience eliciting, documenting, and managing business and functional requirements. - Hands-on experience writing user stories, acceptance criteria, process flows, and business requirements documentation. - Ability to work with cross-functional teams including Business, Operations, Technology, UX/UI, Data, and Compliance stakeholders. - Experience working within Agile/Scrum delivery frameworks. - Strong stakeholder management, communication, and facilitation skills. - Fluent in English and Cantonese

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