Business Analyst - CRM
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Key skills for this role
About the Role
Responsible for leading business analysis for CRM initiatives, translating requirements into functional flows, and ensuring effective digital transformation in retail banking.
Key Skills for This Role
Responsibilities
- Lead business and functional analysis for CRM initiatives across branch, contact centre, and assisted digital journeys
- Translate complex business, regulatory, and operational requirements into CRM functional flows and data mappings
- Own end to end requirement lifecycle for CRM features from discovery to post release validation
- Define CRM specific acceptance scenarios including role based behavior and audit trail validation
- Lead business led UAT activities and coordinate test scenarios
Requirements
- Techno functional expertise in CRM and retail banking
- Experience in business and functional analysis for CRM initiatives
- Ability to translate business requirements into functional flows
- Experience in UAT and release validation
Full Job Posting
Job Overview
- As a Business Analyst CRM your role is responsible for bridging business stakeholders and technology teams to deliver effective CRM solutions.
- Leverage strong techno functional expertise in retail banking and servicing journeys, along with an understanding of regional (Middle East) regulatory and customer requirements.
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
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