Senior Executive, Business System and Data Analyst

AI Prompt Engineering & Knowledge Base

Support the GCB’s Contact Centre and Lending AI initiatives by designing, maintaining, and optimising AI prompts, workflows, and knowledge bases. This role bridges business needs with AI capabilities to ensure accurate, reliable, and compliant outputs.

• Gather and translate business requirements into AI prompt structures, logic flows, and guardrails.
• Develop, test, and refine prompts to improve accuracy, relevance, and response quality across AI use cases.
• Maintain and update the enterprise knowledge base, ensuring content is complete, current, and aligned with compliance and product guidelines.
• Work closely with SMEs to structure knowledge into reusable components (FAQs, decision trees, scripts, policies).
• Collaborate with tech, product, and CX teams to integrate AI outputs into customer journeys and internal workflows.
• Monitor AI performance, identify gaps, analyse failure cases, and propose improvements.
• Ensure all AI content adheres to regulatory, security, and responsible AI standards.

Requirements Gathering & Content:

Collaborate with stakeholders to understand and articulate the capabilities of current and future contact centre solution. Analyze and document business requirements for contact centre teams, translating them into functional specification for tool customization.

Process and System Functionality Analysis:

Gather, test and analyse current business processes issues and bottlenecks, and recommend improvements. Identify specific business opportunities and automation opportunities. Familiarity with AI concepts and their potential applications in contact centres.

System Design and Maintenance:

Work with respective stakeholders in understanding, reviewing and proposing system architecture design and components to ensure that the system meets business requirements while remaining scalable and efficient. This includes ensuring that minor enhancements/changes/development can be done in-house after implementation with minimal vendor involvement.

Testing and Validation:

Work with stakeholders and involve in UAT, developing test plans, test cases, and test scripts to validate the system's functionality. Ensure system enhancement is thoroughly tested and meets business requirements.

Training and Support:

Provide support for tool utilization and engage in prompt engineering to ensure solutions are effectively customized and aligned with business requirements. Conduct training sessions and create documentation to support the adoption of new tools and processes.

Documentation:

Work with stakeholders and oversee the team to establish user manuals, system documentation, and other relevant materials to support the system.

Continuous Improvement:

• Design, coordinate and execute application development (in-house or working with vendors). 
• Devise ways to add new functionality to existing systems/ ensuring cohesiveness between new and existing system.
• Design and develop new systems or system enhancements including choice of configuration for hardware and software.
• Oversee the installation, configuration and deployment of new systems to customize them for the business.
• Analyse data contained in the bank’s database and identify data integrity issues with existing and proposed system and implement solutions.
• Verify database and data integrity.

Other ad-hoc duties may be assigned from time to time.