Business Analyst · Digital Transformation

Ifiok-Obong
Wilson

CSPO® · CSM® · CBAP® · MBA
Financial Services FinTech SaaS Agile AI/Chatbot

Certified Business Analyst with 6+ years of experience bridging business strategy and technology delivery across financial services, consulting, and information technology. Specialising in CRM transformation, AI-powered product development, and Agile delivery.

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Ifiok-Obong Wilson
6+
Years of Experience
20%
Increase in user satisfaction via software improvements
45%
Revenue growth delivered through EdTech digital transformation
50%
Operating cost reduction post-implementation
$2M+
New business generated through client dashboards & analytics
Career Journey

Work Experience

Sprint Lab Digital
Sep 2023 – Present · Canada
Digital Bananas Technology
Jan 2022 – Aug 2023 · UK
Verisure Limited
Feb 2021 – Dec 2021 · UK
NIQ Oil & Gas
Jan 2018 – Jan 2020 · Nigeria
Earthwell Groups
Nov 2013 – Dec 2017 · Nigeria
Business Analyst
Sprint Lab Digital
September 2023 – Present · Canada
📌 Project 1: Implemented a robust integrated learning platform with a centralised data centre and improved case management via Salesforce API integrations — improving personalisation for students and increasing business efficiency.
📌 Project 2: Optimisation of CRM and order management workflow for a large food ordering platform to reduce manual errors and improve order processing efficiency.
  • Led process automation and optimisation across ERP and CRM systems, consistently driving measurable service improvements.
  • Created and maintained BRDs and FRDs to support enterprise application enhancements in a structured SDLC environment.
  • Produced AS-IS and TO-BE process maps (BPMN) to visualise workflows, identify bottlenecks, and design streamlined integration processes.
  • Coordinated UAT planning, developed test scripts and scenarios, and facilitated UAT sessions with stakeholders.
  • Produced periodic performance dashboards using Power BI to monitor integration KPIs such as case resolution times and system adoption rates.
  • Provided hyper-care support post go-live, resolving early incidents and driving iterative improvements.
Business Analyst
Digital Bananas Technology
January 2022 – August 2023 · England, United Kingdom
📌 Project 1: Implemented an AI-powered chatbot to improve digital customer experience, reduce call centre workload and improve customer response times.
📌 Project 2: Managed redevelopment of a robust SaaS knowledge sharing platform with multiple channel integration and centralised data centre via APIs, delivering 8+ new features, reducing operational cost by 22% and increasing revenue by 35%.
  • Led requirements gathering and documentation for SaaS and real-estate platforms, producing clear functional specifications and use cases.
  • Improved data accuracy by 20%, resulting in more reliable analyses and saving $2,000 annually in error correction efforts.
  • Developed a customer segmentation model that increased targeted marketing effectiveness by 10% and saved $5,000 annually in acquisition costs.
  • Facilitated cross-functional collaboration to define analytics needs and create scalable solutions.
  • Conducted gap analysis between business needs and system capabilities, recommending scalable and cost-effective solutions.
Customer Support Advisor
Verisure Limited
February 2021 – December 2021 · England, United Kingdom
  • Enhanced call handling efficiency by 18%, contributing an estimated £25,000 in additional annual revenue.
  • Achieved a 23% increase in successful conversions, potentially generating £100,000 in additional annual revenue through persuasion and negotiation skills.
  • Enhanced client satisfaction by 15%, contributing an estimated £50,000 in annual revenue through exceptional communication and active listening.
  • Increased upsell and cross-sell revenue by 12%, adding £35,000 to annual revenue by leveraging CRM data insights.
  • Reduced customer dissatisfaction by 10%, improving retention and contributing £20,000 in estimated annual revenue.
Business Analyst
NIQ Oil & Gas
January 2018 – January 2020 · Abuja, Nigeria
  • Implemented a real-time supply chain visibility platform, reducing manual tracking by 40%.
  • Achieved a 25% increase in client satisfaction, a 10% growth in referrals, and an estimated $2M in new business using Tableau and Power BI client dashboards.
  • Reduced operational costs by 25% through improved inventory and logistics management.
  • Developed automated reporting processes using SQL, resulting in a 30% reduction in manual reporting and $500,000 in annual savings.
  • Achieved an 18% improvement in forecasting accuracy, potentially increasing trading profits by $2M using Tableau visualisation.
Business Relationship Manager
Earthwell Groups
November 2013 – December 2017 · Akwa Ibom, Nigeria
  • Served as liaison between business users and technical teams to ensure business needs were accurately translated into system functionality.
  • Acted as bridge between development teams and business users to ensure strategic alignment on all digital initiatives.
  • Supported CRM and digital customer interaction optimisation, documenting BRDs, use cases, and process flows for channel enhancements.
Portfolio

Key Projects

⭐ Featured Case Study

Proactive Chat for Missed Appointment Recovery

Spectrum.net · AI Chatbot Integration · Digital CX

Led end-to-end business analysis for implementing a proactive chat solution on Spectrum.net to guide customers who missed technician appointments through seamless digital rescheduling — reducing call centre load and improving customer satisfaction.

Problem Statement

Customers missing appointments received only email/SMS notifications. No proactive digital engagement existed on spectrum.net, causing abandonment and increased support contacts.

BA Approach
  • Stakeholder identification & power/interest mapping
  • Business discovery workshops & AS-IS process mapping (BPMN)
  • Gap analysis (POPIT framework)
  • Chatbot vendor engagement & technical feasibility
  • POC & prototype testing with focus groups
  • BRD/FRD documentation & UAT facilitation
  • KPI baselining & post-launch benefit realisation
Key Artefacts
  • WBS & BA Activity Plan
  • Stakeholder Power/Interest Grid
  • AS-IS / TO-BE Process Flow Diagrams
  • User Stories with Acceptance Criteria
  • Business & Functional Requirements Doc
  • Vendor Analytics Dashboard Configuration
Reduced Support Volume Improved CSAT API Integration Agile Delivery Chatbot Vendor Management BPMN Process Mapping
01
EdTech · Salesforce

Integrated Learning Platform — EdTech Transformation

Delivered an enterprise EdTech digital transformation initiative consolidating multiple business channels into a centralised Salesforce data platform with improved case management and personalisation for students.

+45% Revenue -50% Operating Costs +35% Efficiency Salesforce CRM API Integration
02
SaaS · Analytics

SaaS Knowledge & Analytics Platform Redevelopment

Led redevelopment of a SaaS knowledge and analytics platform with centralised data architecture and API integrations. Delivered 8+ new features, dramatically improving case-handling efficiency.

8+ New Features -22% Operational Costs +35% Revenue Multi-channel Integration
03
Food Tech · CRM

Food Ordering Platform — CRM & Order Management

Redesigned and digitised a food ordering platform within an Agile team of 8, enabling real-time sales data capture, fraud prevention controls, performance analytics, and inventory optimisation.

Real-time Analytics Fraud Prevention Dynamics 365 Agile (8-member team)
04
Oil & Gas · Supply Chain

Real-Time Supply Chain Visibility Platform

Implemented a real-time supply chain visibility platform for NIQ Oil & Gas, improving shipment tracking, reducing manual reporting, and generating $2M+ in new business through interactive Tableau dashboards.

-40% Manual Tracking $500K Annual Savings +25% Client Satisfaction Tableau · Power BI · SQL
Capabilities

Skills & Expertise

Tools & Platforms
JIRA Azure DevOps Confluence SharePoint Dynamics 365 Salesforce Power BI Tableau SQL Excel (Pivot, VLOOKUP, Macros) Microsoft Visio Top Team
Methodologies & Frameworks
Agile / Scrum Waterfall SAFe BPMN UML SDLC / PDLC POPIT Framework JAD Sessions Sprint Planning
Core Competencies
Customer Experience Optimisation
Digital Servicing Platforms
Gap Analysis & Impact Assessment
Reporting & KPI Development
BRD & FRD Documentation
Chat Workflow & Journey Analysis
CRM Systems (D365, Salesforce)
Stakeholder Engagement
Change Management
AS-IS / TO-BE Process Mapping
UAT Planning & Validation
Cross-Functional Collaboration
Backlog Management
Scope & Change Management
Credentials

Certifications & Education

🏆
CBAP®

Certified Business Analysis Professional

2024
⚡
SAFe 6 SM

Certified SAFe 6 Scrum Master

2025
🎯
CSPO®

Certified Scrum Product Owner

2022
🔄
CSM®

Certified Scrum Master

2022
Executive Education, Business Analysis
Imperial College London
2021
MBA, Business Administration
Newcastle College, UK
2021
B.Eng., Agricultural Engineering
University of Uyo, Akwa Ibom
2010
Let's Connect

Get In Touch

Open to new opportunities in Business Analysis, Digital Transformation, and Product Management. Let's talk about how I can add value to your team.

📞 +1 (646) 944-1299
✉️ ifiokobongwilson@gmail.com
🔗 linkedin.com/in/ifiok-obong-wilson
📍 New York, USA