Business Analyst, Operations

Business Analyst, Operations – Quezon City, Philippines

Are you interested in joining a globally diverse organization where your contributions are recognized and celebrated, allowing each of us to thrive? Join Western Union as a Business Analyst, Operations.

Western Union powers your pursuit.

This role will focus on enhancing and supporting customer interaction channels including chatbot, IVR, voice, and CSR support platforms across multiple global regions. The role plays an important role in ongoing global expansion initiatives and a major chatbot migration project to the Genesys platform as part of our modernization strategy.

Role Responsibilities

• Gather, analyze, and document business requirements from cross-functional stakeholders including Operations, Customer Experience, Product, partner call centers, and regional business teams.

• Translate business requirements into detailed user stories with clear acceptance criteria for development teams.

• Support sprint planning, story refinement, backlog readiness, and Agile delivery activities in partnership with business stakeholders and development teams.

• Collaborate closely with developers, QA, and UAT teams throughout the development lifecycle, including testing validation and production deployment support.

• Support migration initiatives from legacy chatbot platforms to the Genesys conversational platform.

• Lead and coordinate enhancements across customer interaction channels including chatbot, IVR/IVA, voice, and self-service experiences.

• Identify opportunities to improve customer journeys, increase self-service adoption, and enhance customer-centric experiences across digital channels.

• Facilitate discussions related to technical integrations, APIs, endpoints, and digital capabilities required to support customer-facing solutions.

• Coordinate with global stakeholders across different regions to support ongoing expansion and enhancement initiatives.

• Develop documentation, reports, dashboards, and tracking mechanisms to support project delivery and operational visibility.

Role Requirements

• Bachelor’s degree required.

• 3+ years of Business Analyst experience supporting digital products, customer service technologies, chatbot platforms, IVR/IVA, or customer-facing applications.

• Experience writing detailed business requirements, user stories, and acceptance criteria in Agile environments.

• Strong understanding of APIs, endpoints, system integrations, and technical dependencies supporting digital customer experiences.

• Experience collaborating with developers, QA teams, and cross-functional stakeholders.

• Knowledge of Agile methodologies and tools such as Jira and Jira Align preferred.

• Strong analytical, problem-solving, prioritization, and stakeholder management skills.

• Excellent verbal and written communication skills with ability to work across global teams and time zones.

• Comfortable working in a fast-paced environment supporting global initiatives and multiple concurrent projects.

• Flexibility to support rotating schedules aligned to global business needs, including occasional evening meetings.

• Preferred experience: exposure to customer support operations, digital self-service channels, or conversational technologies.

• Familiarity with SQL, Snowflake, SharePoint, Power Apps, and reporting/dashboard tools preferred.

Work Shift

HYBRID - Western Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. The expectation is to work from the office a minimum of three days a week.

BENEFITS AND OTHER DETAILS

Benefits

You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few. Please see the benefits below specific to your country. If applicable, additional role-specific benefits will be mentioned during your interview process or in an offer of employment.

Your Philippines specific benefits include:

• Paid sick leave and vacation leave

• HMO coverage with dependents from day 1 of employment, subject to insurer's review

• Hybrid working arrangement

Other Details

We are passionate about honoring our employee's identity and fostering a feeling of belonging. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.

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Estimated Job Posting End Date:

06-30-2026

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.