• Clarify requirements with clients – especially the ones they haven't articulated yet • Develop a strong product vision and translate it to the team • Work with engineering to estimate, plan, navigate trade-offs, and rethink solutions within complex system constraints and dependencies • Guide designers with functional context, ensure UX makes sense for the business and users both • Analyze system limitations, dependencies, and impacts to help shape scalable and feasible solutions • Track whether it's working – and iterate when it's not Example activities could look like below, but don't worry if you haven't done some of them – we support and teach 👌 • Analyze: lead discovery workshops, map AS-IS/TO-BE processes, define business goals, gaps, system constraints, and dependencies • Research: create and validate assumptions through research, analyze competitors and market opportunities • Build: translate needs into specs, shape user flows and product vision together with designers, collaborate with engineering on scope, feasibility, and technical implications • Measure: track success metrics, analyze usage data, validate hypotheses, and iterate based on what's working

• Elicit, analyze, and document business requirements from stakeholders; translate requirements into user stories, process maps, and functional specifications for the development team • Facilitate Agile ceremonies including sprint planning, backlog grooming, and retrospectives; partner with the development team to ensure requirements are understood and properly scoped • Model and document current-state (as-is) and future-state (to-be) business processes using standard notation (e.g., BPMN, swim lane diagrams) to identify gaps, inefficiencies, and improvement opportunities • Collaborate closely with Software Engineers and QA Testers on the same project team to ensure seamless handoff between requirements, development, and testing phases. • Maintain and prioritize the product backlog; work with product owners to define acceptance criteria and ensure user stories are ready for development • Conduct root cause analysis and process audits; recommend and implement process improvements that enhance efficiency, reduce errors, and improve the end-user experience • Develop and maintain process documentation, SOPs, training materials, and business rule repositories to support knowledge continuity • Support UAT (User Acceptance Testing) coordination, working alongside QA Testers to validate that delivered solutions meet business requirements • Facilitate stakeholder meetings, working sessions, and demos; communicate project status, risks, and changes clearly to both technical and non-technical audiences • Identify and escalate risks or issues that may impact project delivery; propose mitigation strategies in collaboration with project leadership • Stay current on industry trends, process improvement methodologies (Lean, Six Sigma), and relevant technology advancements

• Analyzing large datasets to identify trends, customer behaviours and operational performance opportunities. • Building dashboards and visualisations that provide clear, actionable insights. • Monitoring customer contact drivers across phone, email and chat channels, identifying opportunities to reduce avoidable demand. • Supporting forecasting, capacity planning and resource optimisation activities. • Measuring the impact of operational, process and technology changes. • Developing business cases and cost-benefit analyses to support recommendations. • Conducting root cause analysis on recurring customer pain points. • Collaborating with stakeholders across the business to drive data-led decision making. • Helping to improve and automate reporting processes and analytical workflows. • Presenting insights and recommendations to a range of audiences, including senior leaders. • Influencing change by turning data into practical actions that improve both customer experience and operational performance.

• Implementing, maintaining, and troubleshooting interfaces between systems • Providing interface project support • Developing, documenting, and deploying solution functionality • Troubleshooting, diagnosing, and resolving complex technical issues • Collaborating across departments to support project implementations • Driving documentation and knowledge sharing for process improvement