Business Analyst Middle+ [Customer Care]

2-4 years of experience as a Business Analyst / Product manager / Product owner in fintech, banking or consumer digital products Real experience with backlog management and prioritization across multiple teams and stakeholders Hands-on UI experience: created new multi-screen user flows Ability to write clear and structured product requirements independently Technically fluent and comfortable collaborating with engineers Data-driven mindset Experience in project management across multiple teams Strong stakeholder management and expectation-setting skills Proactive, ownership-driven mindset with ambition to become a Product Manager B1 or higher English level Background in Customer Care / Contact Center / Customer Service (nice to have) Background in developing other products for internal customers (nice to have)

Own Customer Care for retail products (credit cards, debit cards, investments, cashloans) Manage Customer Care backlog for retail products Work closely with designers and engineers to specify changes in agent tools and client-facing interfaces Track and improve key support metrics: AHT, contact rate, first contact resolution, CSAT Take ownership of attrition & saving flows Partner with product analysts to measure impact of releases and campaigns Coordinate and mentor other business analysts Take on more product-level responsibility and move towards a Product Manager role