Business Analyst

Virtusa; Dubai; Vor Ort; AED 150.000 - 240.000; Vollzeit

Zusammenfassung

Emirates NBD in Dubai is seeking a Business Analyst - CRM to bridge business stakeholders and technology teams for CRM solutions within retail banking. You will apply techno-functional expertise on servicing journeys and regional regulatory needs to support CRM and digital transformation initiatives.

In this role you will lead analysis, define acceptance criteria, support end-to-end lifecycle from discovery to UAT, and collaborate with Product Owners to prioritise features while ensuring

Qualifikationen

• Lead business and functional analysis for CRM initiatives across branches and servicing journeys.
• Translate requirements into CRM flows, data mappings and system behaviours.
• Own end-to-end requirement lifecycle from discovery to UAT sign-off.

Aufgaben

• Clarify CRM behaviour during build and testing phases.
• Define CRM acceptance scenarios across roles and audit trails.
• Coordinate test scenarios for end-to-end journeys and validate readiness for production deployment.
• Analyse defects and change requests to improve CRM functionality.

Kenntnisse

CRM

Business Analysis

Stakeholder Management

UAT

Data Mapping

Regulatory Knowledge

SQL

MS Excel

Ausbildung

Bachelor's degree in a relevant field

Tools

Data Modeling Tools

Jobbeschreibung

Job Overview

As a Business Analyst - CRM at Emirates NBD, your role is responsible for bridging business stakeholders and technology teams to deliver effective CRM solutions. Leverage strong techno functional expertise in retail banking and servicing journeys, along with an understanding of regional (Middle East) regulatory and customer requirements, to support strategic CRM and digital transformation initiatives.

Key Responsibilities

• Lead business and functional analysis for CRM initiatives across branch, contact centre, and assisted digital journeys, ensuring requirements reflect real operational workflows and customer servicing needs.
• Translate complex business, regulatory, and operational requirements into clear CRM functional flows, data mappings, and system behaviours, 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 prioritisation decisions without assuming product ownership accountability.
• Define CRM specific acceptance scenarios, including role based behaviour, audit trail validation, maker checker controls, and exception handling across servicing journeys.
• Act as the functional authority during build and testing phases, clarifying CRM behaviour, resolving requirement ambiguities, and ensuring 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, ensuring CRM changes do not negatively impact frontline productivity or customer experience.
• Analyse defects, change requests, and operational feedback to distinguish between functional