Senior Business Analyst - CRM

Overview

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

• 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.