Business Analyst - Retail Banking
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About the Role
Description Job Description As a Business Analyst, your role is responsible for bridging business stakeholders and technology teams to deliver effective CRM solutions.
Key Skills for This Role
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Job Description
As a Business Analyst, your role is responsible for bridging business stakeholders and technology teams to deliver effective CRM solutions.
You will leverage strong techno-functional expertise in retail banking and servicing journeys, along with an understanding of regional (Middle East) regulatory and customer requirements, to support strategic CRM and digital transformation initiatives.
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 prioritisation decisions without assuming product ownership accountability.
- Define CRM-specific acceptance scenarios, including role-based behaviour, 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 requirements and system enhancements.
Job Details
Role Level: Associate Work Type: Full-Time Country: United Arab Emirates City: Dubai Company Website: http://www.virtusa.com Job Function: Research & Innovation Company Industry/
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