Cliff N

Agile Business Analyst

Prezzee • Full time

Mar 2025 - Feb 2026 • 11 mos

Led Canadian market localisation (Quebec/Bill 96): defined regulatory requirements, validated French translations, and mitigated localisation rework. Integrated CrowdIn for localisation automation: cut time‑to‑market for regional launches. Delivered pilot phases for (prepaid debit card), coordinating payment integration, security, and compliance requirements. Led Auth0 migration, improving security posture while simplifying sign-in and authentication flows. Built offshore Scrum team (Vietnam): defined operating model and delivery standards; increased sprint throughput by X%. Rolled out GenAI tools: launched Rovo Chatbot for knowledge management, reducing developer support queries by 21%.

Senior Business Analyst

Qantas • Full time

Apr 2023 - Dec 2024 • 1 yr 8 mos

Established delivery ways of working for a foundational digital product team focused on improving Frequent Flyer profile self-service (onboarding + account maintenance). Delivered Customer Communications Optimisation initiatives to meet evolving marketing/regulatory requirements and improve member targeting. Supported modern identity/security standards via OAuth 2.0 uplift to maintain data integrity and partner-channel compatibility. Delivered profile improvements that drove a 34% decrease in Profile Security & Authentication enquiries since the start of FY25. Managed backlog and delivery for the phased rebuild of the Qantas Loyalty Agent Portal for Customer Care. Covered delivery leadership tasks as needed (Scrum Master / Delivery Mgmt / PO support) to maintain momentum and quality.

Business Analyst

HSBC • Full time

Jul 2019 - Oct 2021 • 2 yrs 3 mos

Elicited requirements across retail banking, tax, compliance, and regulatory stakeholders for staff-facing channels and downstream data flows (incl. KYC/ taxation improvements and Banking Code of Practice changes). Used design-thinking and user testing insights to translate pain points into improved journeys and UI solutions. Produced wireframes/journey flows for changes across branch/contact-centre tools and customer digital channels (app + online banking). Conducted cross-market research to inform mobile improvements and support a “unified global design council” direction. Triaged production issues/support tickets and supported BAU releases and release coordination.