Business Analyst, Assistant Manager - Officer, Customer AI Chatbot (9-12 mths contract)

About FWD Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 34 million customers across 10 markets, including BRI Life in Indonesia. FWD's customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828.

For more information, please visit

For more information about FWD Hong Kong, please visit.

We are seeking a passionate and customer centric Business Analyst to join our team in enhancing customer engagement through end-to-end delivery of a next-generation AI-powered chatbot.

The Job

• Elicit, analyze, validate, and document business requirements in collaboration with stakeholders. Translate business needs into clear, traceable requirement documents.

• Liaise with cross-functional teams including chatbot solution providers, IT teams, and business units to ensure alignment on functional design.

• Facilitate training to chatbot by curating and structuring relevant content, defining intents, and refining responses to improve accuracy and relevance.

• Design and prepare test plans and scenarios and act as a liaison between business users and technical teams to ensure alignment and smooth execution of UAT activities.

• Validate test results and provide timely support for issue resolution during the testing period.

• Facilitate workshops, demos, and feedback sessions with end users. Develop training materials and deliver training sessions at project launch.

• Provide flexible support on ad hoc tasks related to project coordination, data analysis, stakeholder communications, and other operational needs as assigned.

The Person

• Bachelor's degree in Business Administration, Information Systems, or related fields.

• Minimum 3 years of business analysis experience in the Life Insurance industry, with an understanding of agency channel or customer service operations.

• Experience in knowledge management, chatbot development or similar AI-related projects will be an advantage.

• Agile or Scrum project experience is preferred.

• Strong analytical and problem-solving skills.

• Excellent communication and interpersonal abilities and customer centric mindset.

• Team player capable of working under pressure and meeting tight deadlines.

Information collected will be treated in strict confidence and used solely for recruitment purpose. The company will retain all applications no longer than 24 months of which will be destroyed thereafter. When there are vacancies in any of our subsidiaries, holding companies, associated or affiliated companies of, or companies controlled by, or under common control with the Company during that period, we may transfer your application to them for consideration of employment. We are an equal opportunity employer. We do not discriminate on the basis of race, sex, disability or family status in employment process.