This role is key to analysing, documenting, and implementing initiatives that will significantly strengthen the security posture , enhance client confidence, and protect sensitive information across all digital service channels. You will collaborate closely with technology, operations, and business units to deliver critical, trust-building capabilities while ensuring seamless client experiences. Key Responsibilities and Focus Areas Business Analysis & Requirements Management: Conduct detailed analysis of current processes across digital channels (e.g., online portals, contact centres, email) to pinpoint trust gaps and security vulnerabilities . Develop comprehensive business requirements for Digital Trust projects, including Multi-Factor Authentication (MFA) , identity verification (IDV), and fraud detection systems. Design secure, frictionless client journeys and document end-to-end process flows for high-risk client interactions. Initiative Delivery & Stakeholder Engagement: Support the swift delivery of immediate priorities such as the rollout of MFA and the operationalisation of fraud rules. Facilitate workshops to gather requirements, validate solutions, and achieve consensus on initiatives. Translate complex technical security concepts into clear, business-friendly language for executive-level presentations. Develop compelling business cases for trust investments, demonstrating Return on Investment (ROI) and risk mitigation value. Data Analysis & Reporting: Analyse client feedback and trust barriers across digital touchpoints to inform solution design. Establish metrics and Key Performance Indicators (KPIs) to measure trust improvements, including fraud detection rates and IDV success rates. Create dashboards and reports for tracking fraud alerts, case management outcomes, and security incidents. Essential Requirements Experience & Skills: A minimum of 5 years of business analysis experience , ideally within financial services or a highly regulated industry. A proven track record in analysing and documenting complex business processes and system requirements. Direct experience with security, identity verification, fraud prevention, or digital trust initiatives . Strong understanding of customer authentication methods (e.g., MFA, OTP), document verification services, and fraud detection techniques. Technical & Methodological Capabilities: Familiarity with regulatory compliance frameworks (e.g., ISO27001, SOC2, CPS 234/230 ). Knowledge of API integrations and digital platform architectures. Experience with process mapping tools and Agile delivery methodologies . Analytical & Communication Skills: Exceptional analytical and problem-solving abilities with high attention to detail. Outstanding written and verbal communication skills, including the ability to influence stakeholders at all levels. Strong facilitation skills for requirements gathering sessions.
