Customer Engagement Business Analyst
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Key skills for this role
Role Overview
The Customer Engagement Business Analyst will work with Product Owners and business stakeholders on a retail banking transformation initiative.
The role converts customer engagement requirements into implementation-ready BRDs and user stories covering rules, journeys, channels, data, integrations, exceptions, and operational impacts.
This is a hands-on Business Analyst role requiring the ability to challenge incomplete requirements and work across Business, Digital, and Technology stakeholders.
Key Skills for This Role
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About CodeNinja
CodeNinja is a technology and AI consulting firm delivering embedded and forward-deployed engineering and business teams across KSA, Pakistan, Egypt, and Latin America.
The firm partners with enterprises on digital transformation across banking, fintech, and enterprise technology domains.
About the Role
The Customer Engagement Business Analyst will work with Product Owners and business stakeholders on a retail banking transformation initiative.
The role converts customer engagement requirements into implementation-ready BRDs and user stories covering rules, journeys, channels, data, integrations, exceptions, and operational impacts.
This is a hands-on Business Analyst role requiring the ability to challenge incomplete requirements and work across Business, Digital, and Technology stakeholders.
Key Responsibilities
- Elicit, analyze, and document customer engagement requirements.
- Author complete BRDs and user stories covering business rules, journeys, channels, data, integrations, exceptions, and operational impacts.
- Translate business needs into requirements for CRM, campaigns, notifications, loyalty, personalization, and digital servicing.
- Identify requirement gaps and ambiguities and challenge stakeholders to resolve them.
- Align Business, Digital, and Technology teams on scope and feasibility.
- Support solution design and ensure requirements are technically implementable.
- Validate delivered functionality against documented requirements.
Must-Haves
- At least 8 years of Business Analyst experience with strong exposure to retail banking or banking transformation programs.
- Proven ability to write complete, high-quality BRDs and user stories.
- Strong requirements elicitation skills and the ability to challenge incomplete or ambiguous requirements.
- Experience working across Business, Digital, and Technology stakeholder groups.
- Solid understanding of banking customer journeys, channels, data, and integrations.
Nice-to-Haves
- Exposure to CRM or customer engagement platforms.
- Experience with campaigns, notifications, loyalty, or personalization initiatives.
- Digital servicing domain exposure.
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