Channels Operations Analyst

About the role

The Channels Operations Analyst will support the development and optimisation of digital banking products such as mobile banking, internet banking and APIs. You will translate customer and business needs into data‑driven insights, help define product features and ensure smooth delivery of enhancements.

Key responsibilities

• Translate business and customer requirements into digital product features and user stories.
• Define, monitor and report on digital product KPIs (adoption, active users, transaction success rate, drop‑offs).
• Analyse customer journeys across digital channels to identify friction points and recommend improvements.
• Support product roadmap development, post‑release analysis and continuous optimisation.
• Provide first‑line support for digital channel issues and manage housekeeping activities (e.g., SMS purchase).
• Coordinate UAT, regression testing and quality assurance for new releases.
• Act as primary liaison with suppliers, handling escalations and reporting.
• Analyse behavioural data, segment customers, run A/B tests and forecast usage trends.
• Build and maintain dashboards tracking product performance.
• Prepare reports and presentations using Excel, PowerPoint and Word.

Required profile

• Experience in product analysis or operations within digital banking or similar financial services.
• Strong analytical mindset with ability to turn data into actionable insights.
• Proven ability to work with cross‑functional teams (IT, UX, business).
• Experience conducting user acceptance testing and quality assurance.
• Good stakeholder management skills, including supplier coordination.

Required skills

• Microsoft Excel
• Microsoft PowerPoint
• Microsoft Word