Senior Business Analyst - CRM

Overview

Senior Business Analyst - Crm

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

**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