Description

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.