Senior Business Analyst - Credit Experience
Job Crystal · Cape Town, Western Cape
Overview
A senior business analyst role in Cape Town shaping compliant and customer friendly credit journeys for a financial services company. You will work across product, compliance, legal, risk and tech teams to translate regulations like the National Credit Act into practical digital and assisted channel experiences. This is a great fit for an experienced BA with credit or lending background who wants to influence how responsible credit is designed rather than just tick compliance boxes.
About the role
This senior business analyst position sits at the intersection of lending, customer experience, regulation and technology. You will design credit journeys that are simple, compliant and evidence based for customers using digital and assisted channels. Working with Product, Compliance, Legal, Design, Risk and Technology teams, you will translate regulatory obligations into clear business, process and system requirements.
Your day to day will involve defining what information must be captured and when, specifying consent and disclosure requirements, and removing unnecessary friction from customer journeys. You will also investigate drop off points, support testing, and use AI tools to speed up analysis while keeping human validation in place.
To apply, include evidence of regulated credit journeys or transformation initiatives you have delivered, showing what was built, the problem addressed and what went live.
Requirements
- Proven experience designing regulated customer journeys from inception, preferably in lending or consumer credit
- Strong understanding of consumer credit and the lending lifecycle
- Practical knowledge of South African financial services and credit regulation
- Experience balancing customer experience, compliance, risk and commercial considerations
- Experience delivering greenfield initiatives or significant business and technology transformation
- Strong business analysis capability across requirements, processes, business rules, data, evidence and traceability
- Experience working across digital and assisted channels
- Experience collaborating with Product, UX or Design, Compliance, Legal, Risk and Technology stakeholders
- Banking or broader financial services experience
- Technical fluency to discuss APIs, integrations, data and system behaviour with engineers and architects
- Strong written and verbal communication skills
- Evidence of delivered work including what was built, the regulatory or customer problem addressed and what went live
Responsibilities
- Translate regulatory obligations into clear business, process and system requirements
- Apply working knowledge of the National Credit Act, affordability assessments, responsible lending disclosures, FICA, POPIA, consent, contracting and record keeping
- Establish traceability from regulatory obligation through to requirement, implementation and supporting evidence
- Design compliant customer journeys across digital and assisted channels
- Define what information must be captured, when it should be captured and the purpose it serves
- Specify consent, disclosure, declaration and evidence requirements
- Ensure requirements are applied consistently across customer journeys and channels
- Work with Product and Design to remove unnecessary complexity, abandonment points and customer friction
- Challenge requirements that lack a clear customer, regulatory, risk or commercial rationale
- Analyse customer drop off and abandonment to identify journey improvement opportunities
- Support testing to confirm journeys are compliant and functionally correct
- Investigate customer experience and compliance related incidents, determine root causes and define corrective requirements
- Use AI tools to accelerate regulatory analysis, scenario generation, journey analysis, gap identification and requirements quality with appropriate human validation
- Maintain accountability for the problem through implementation and post delivery resolution
Job details
- Organisation
- Job Crystal
- Location
- Cape Town, Western Cape
- Job type
- Full time
- Experience level
- Senior
- Salary
- R80k to R100k per month / monthly
- Category
- Banking & Insurance
- Application Method
- Apply manually
Success Guide
Hi there. This Senior BA role is a strong opportunity if you have spent time in banking or lending and understand how credit products actually work behind the scenes. When you apply, do not just list your duties. The listing specifically asks for evidence of regulated credit journeys or transformation work you have delivered, so describe one or two projects in detail. Mention what the regulatory or customer problem was, what you built or changed, and what went live as a result.
In interviews, expect questions about the National Credit Act, affordability assessments and how you balance compliance with a smooth customer experience. If you have worked with APIs, data flows or system integrations, bring that up because they want someone who can talk to engineers without losing the business context. Good luck, this is a role where you can genuinely shape how credit is designed.
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