As a Business Analyst - CRM at the company, you will act as a bridge between business stakeholders and technology teams to deliver effective CRM solutions. Your role involves leveraging strong techno-functional expertise in retail banking and servicing journeys, alongside an understanding of regional (Middle East) regulatory and customer requirements, to support strategic CRM and digital transformation initiatives.
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Work Conditions: Hybrid, Full-time
Key Responsibilities:
- Lead business and functional analysis for CRM initiatives across branch, contact center, and assisted digital journeys, ensuring requirements reflect operational workflows and customer servicing needs.
- Translate complex business, regulatory, and operational requirements into clear CRM functional flows, data mappings, and system behaviors, 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.
- Define CRM-specific acceptance scenarios, including role-based behavior, audit trail validation, maker-checker controls, and exception handling across servicing journeys.
- Serve as the functional authority during the build and testing phases, ensuring CRM behavior consistency across channels and user roles.
- Lead business-led 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 to ensure CRM changes do not negatively impact frontline productivity or customer experience.
- Analyze defects, change requests, and operational feedback effectively.
Language Requirements: Not specified.
This position is offered by the company, a global product and platform engineering services company focused on delivering transformative technology solutions across various industries.
