Customer Engagement Business Analyst

We are looking for a Customer Engagement Business Analyst to work closely with Product Owners and business stakeholders on a retail banking transformation initiative. The role requires converting customer engagement requirements into complete, implementation-ready BRDs and user stories — covering business rules, customer journeys, channels, data, integrations, exceptions, and operational impacts. This is a hands-on BA role for someone who can challenge incomplete requirements and operate confidently across Business, Digital, and Technology stakeholders.

Location
Riyadh, Saudi Arabia

Key Responsibilities

• Elicit, analyze, and document customer engagement requirements from Product Owners and business stakeholders
• Author complete BRDs and user stories covering business rules, customer journeys, channel behavior, data flows, integrations, exceptions, and operational impacts
• Translate business needs into structured requirements for CRM, campaigns, notifications, loyalty, personalization, and digital servicing capabilities
• Identify gaps and ambiguities in requirements and proactively challenge stakeholders to close them
• Work cross-functionally across Business, Digital, and Technology teams to align on scope and feasibility
• Support solution design discussions, ensuring requirements are technically implementable
• Validate delivered functionality against documented requirements

Requirements

Must-Haves

• 8+ years of Business Analyst experience, with strong exposure to retail banking / banking transformation programs
• Proven ability to write complete, high-quality BRDs and user stories
• Strong requirements elicitation skills with the ability to identify and push back on incomplete or ambiguous requirements
• Experience working across Business, Digital, and Technology stakeholder groups
• Solid understanding of customer journeys, channels, data, and integrations in a banking context

Nice-to-Haves

• Exposure to CRM / customer engagement platforms
• Experience with campaigns, notifications, loyalty, or personalization initiatives
• Digital servicing domain exposure