Senior Business Analyst - CRM

Responsibilities

• Lead business and functional analysis for CRM initiatives across branches, contact centers, and assisted digital journeys
• Translate complex business, regulatory, and operational requirements into clear CRM functional flows and data mappings
• Own the complete requirement lifecycle from discovery and impact analysis through to UAT sign-off
• Partner with Product Owners to provide functional insights, dependency analysis, and scoping support
• Define CRM-specific acceptance scenarios including role-based access and maker-checker controls
• Lead business-led User Acceptance Testing (UAT) activities and coordinate test scenarios
• Perform release readiness and sanity validation from an operational perspective
• Analyze defects and operational feedback to distinguish between functional bugs and enhancement opportunities

Requirements

• 6+ years of experience as a Business Analyst within Retail Banking
• Specialized focus on CRM platforms such as Salesforce or Microsoft Dynamics
• Strong understanding of Middle East (GCC) regulatory frameworks and compliance standards
• Proven track record in designing and optimizing omni-channel journeys
• Ability to perform techno-functional analysis and data mapping
• Deep understanding of banking controls including maker-checker workflows and audit trails
• Strong familiarity with Agile/Scrum methodologies and tools like Jira/Confluence
• Exceptional stakeholder management and analytical thinking skills