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 initial 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, audit trails, and maker-checker controls
• Lead business-led User Acceptance Testing (UAT) activities and coordinate test scenarios
• Perform release readiness and sanity validation to ensure deployments do not disrupt frontline productivity

Requirements

• 6+ years of experience as a Business Analyst within Retail Banking
• Expertise in 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
• Proficiency in Agile/Scrum methodologies
• Experience using Jira and Confluence for requirement management
• Strong ability to perform techno-functional analysis and impact assessment

About the Company

GSSTech Group is a dynamic organization focused on delivering high-impact digital products and platforms. Our team works at the intersection of business strategy and technology to drive digital transformation and enhance customer experiences in the banking sector.