Business Analyst - CRM

Role: Business Analyst Location: Dubai Mode: Fulltime

Key Responsibilities

• Lead business and functional analysis for CRM initiatives across branch, contact centre, and assisted digital journeys, ensuring requirements reflect real operational workflows and customer servicing needs.
• Translate complex business, regulatory, and operational requirements into clear CRM functional flows, data mappings, and system behaviours, supporting accurate and scalable solution design.
• Own the end to end requirement lifecycle for CRM features, from initial discovery and impact analysis through to UAT sign off and post release validation.
• Partner with Product Owners to provide functional insights and dependency analysis, enabling informed prioritization decisions without assuming product ownership accountability.
• Define CRM specific acceptance scenarios, including role based behavior, audit trail validation, maker checker controls, and exception handling across servicing journeys.
• Act as the functional authority during build and testing phases, clarifying CRM behaviour, resolving requirement ambiguities, and ensuring consistency across channels and user roles.
• Lead business led UAT activities by coordinating test scenarios, validating end to end journeys, assessing defect severity, and confirming readiness for production deployment.
• Perform release readiness and sanity validation from a business and operational perspective, ensuring CRM changes do not negatively impact frontline productivity or customer experience.
• Analyse defects, change requests, and operational feedback to distinguish between functional