Senior Business Analyst - CRM

Overview

Requirements

• **Key Responsibilities*** **Requirement Leadership:** Lead business and functional analysis for CRM initiatives across branches, contact centers, and assisted digital journeys, ensuring requirements reflect real operational workflows.
• **Functional Design:** Translate complex business, regulatory, and operational requirements into clear CRM functional flows, data mappings, and system behaviors to support scalable solution design.
• **End-to-End Ownership:** Own the complete requirement lifecycle for CRM features, from initial discovery and impact analysis through to UAT sign-off and post-release validation.
• **Product Owner Partnership:** Partner closely with Product Owners to provide functional insights, dependency analysis, and scoping support, enabling informed prioritization decisions.
• **Compliance & Controls:** Define CRM-specific acceptance scenarios, including role-based access, audit trail validation, maker-checker controls, and exception handling.
• **Functional Authority:** Act as the go-to functional expert during build and testing phases, clarifying CRM behavior, resolving ambiguities, and ensuring consistency across channels.
• **UAT Coordination:** Lead business-led User Acceptance Testing (UAT) activities, coordinate test scenarios, validate end-to-end journeys, and assess defect severity.
• **Release & Sanity Validation:** Perform release readiness and sanity validation from an operational perspective, ensuring deployments do not disrupt frontline productivity or customer experience.
• **Continuous Improvement:** Analyze defects, change requests, and operational feedback to distinguish between functional bugs and enhancement opportunities.
• **Required Skills & Qualifications****Core Experience & Domain Knowledge*** **Experience:** 6+ years of experience as a Business Analyst within **Retail Banking**, specifically focusing on CRM platforms (e.g., Salesforce, Microsoft Dynamics) and digital onboarding.
• **Regional Expertise:** Strong understanding of **Middle East (GCC) regulatory frameworks**, compliance standards, and regional customer behavior.
• **Journey Mapping:** Proven track record in designing and optimizing omni-channel journeys (Branch, Contact Center, and Assisted Digital Journeys).
• **Technical & Functional Competencies*** **Techno-Functional Analysis:** Ability to map data, define system behaviors, and write detailed functional specifications without needing an engineering/coding background.
• **Platform & Process Controls:** Deep understanding of banking controls, including **maker-checker workflows**, audit trails, and role-based security access.
• **Agile Delivery:** Strong familiarity with Agile/Scrum methodologies, working alongside Product Owners, and managing requirements in tools like Jira/Confluence.
• **Soft Skills & Stakeholder Management*** **Stakeholder Alignment:** Exceptional ability to translate complex business needs into technical requirements and vice versa.
• **Analytical Thinking:** Highly analytical mindset with the ability to perform rigorous impact analysis and triage production defects effectively.