Business Analyst - CRM

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 to support strategic CRM and digital transformation initiatives.

• 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 behaviour, 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‑driven 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 issues.