Senior Business Analyst - CRM

We are seeking a high-caliber Senior Business Analyst – CRM to join our dynamic Digital Products & Platforms team. In this role, you will act as the critical bridge between business stakeholders and technology teams to deliver top-tier CRM solutions and digital onboarding journeys.

Leveraging strong techno-functional expertise in retail banking, servicing journeys, and Middle East regional regulatory requirements, you will drive strategic CRM enhancements and digital transformation initiatives that directly impact frontline productivity and customer experience.

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.

Required Skills & Qualifications

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.