About This Role

• Work with business stakeholders in contact centre, back office and transformation to ensure documented
  requirements are accurately translated into solution options (and system requirements).
• Apply appropriate analytical methods and techniques, to shape and define business solutions (e.g. processes
  and operational changes), documenting them in accordance with agreed format and quality standards
• Interpret legislative and regulatory requirements and/or changes in order to assess the wider impact on
  business processes and system solutions. Ensure AI solutions adhere to security, regulatory, and ethical
  guidelines
• Consult with the business stakeholders to understand and evaluate the impacts of change, documenting as
  is/to be process models including impact to end customers
• Consult with the business, Transformation and strategic partners to identify, understand and challenge
  business issues and problems in order to explore underlying causes and recommend appropriate AI solutions
  or courses of action
• Communicate technical AI findings to non technical stakeholders, act as a translator to support understanding
  between Key stakeholders across the business, especially between Operations and IT
• Document & articulate the impact of proposed AI solutions on benefits, costs and risks, in order to inform
  business decisions
• Support business acceptance testing activities in IT and operations, contributing to production Testing
• Strategy/Plans and providing an escalation point for queries and issues arising from the Testing team

• Strong interpersonal, communication and influencing
  skills and the ability to liaise with stakeholders and
  colleagues at all levels.
• Project management skills including the ability to
  plan, organise and prioritise work.
• Engage Stakeholders and shape initiatives, tracking delivery
  through to benefits realisation.
• Business knowledge – broad awareness of the
  financial services industry and the regulatory
  environment.
• Understanding of AI tools e.g Copilot
  General understanding of project methodologies and
  approaches including Root Cause Analysis 5 whys
  methodology
• Working knowledge of business analysis and
  information/data presentation techniques, including
  the standard MS software applications and Visio
• A systematic, disciplined and analytical approach to
  problem solving.

The hiring manager to contact is Michelle Rowley michelle.l.rowley@diligenta.co.uk

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