The company is a market leader across the MENAT (Middle East, North Africa, and Türkiye) region with a presence in 13 countries, serving over 9 million customers. As the leading financial services brand in the UAE, the company offers a variety of banking products and services including retail banking, corporate & institutional banking, Islamic banking, investment banking, private banking, asset management, global markets, and treasury, as well as brokerage operations. The bank also operates Liv, the lifestyle digital bank, achieving significant success in the digital banking sector.
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In line with the UAE Government’s strategy to empower and develop nationals, the company is committed to welcoming the young generation into an innovative, modern, and supportive work environment.
As a Business Analyst at the company, you will drive the integration and optimization of the bank's digital banking channels. Your role will be instrumental in enhancing customer interactions via WhatsApp Banking, IVR systems, mobile applications, web platforms, and sales management systems. Leveraging cutting-edge technologies, including GenAI, you will enhance customer experiences and operational efficiency.
Key Responsibilities:
- Conduct business analysis for WhatsApp banking operations, including IVR systems, WAPX (WhatsApp Banking), mobile platforms, in-app features, and website analytics.
- Analyze customer feedback, surveys, and complaints to derive meaningful insights and identify trends and issues.
- Monitor service interactions on WhatsApp Banking and InApp chats to identify customer pain points.
- Gather, analyze, and interpret data related to customer service operations and generate reports and dashboards.
- Collaborate with stakeholders to gather, analyze, and document business requirements for initiatives across WhatsApp platforms.
Skills and Experience:
- Bachelor’s degree in Business Administration, Information Technology, Computer Science, Finance, or a related field.
- 5-8 years of progressive business analysis experience in the banking or financial services sector.
- Proven track record in WhatsApp banking projects and demonstrated impact on customer experience metrics.
- Experience with core banking systems integration and digital transformation initiatives.
- Hands-on experience with agile methodologies in banking environments.
- Background in analyzing contact center operations and customer service workflows.
- Strong skills in data analysis, performance measurement, and reporting.
- Familiarity with digital channels, customer relationship management (CRM) systems, automation tools, and emerging technologies such as AI and chatbots.
Language Requirements:
(UAE National candidates preferred)
The company offers professional development opportunities and competitive rewards, benefits, and perks, including a flexible work policy to suit your work-from-home preferences. Interested candidates are encouraged to review key responsibilities and qualifications for the role before applying.
