Business Analyst - CRM

Virtusa; Dubai; On-site; AED 180,000 - 260,000; Full time

Job summary

Virtusa in Dubai is seeking a Business Analyst to bridge business stakeholders and technology teams for CRM solutions in retail banking. You will leverage techno-functional expertise to deliver compliant servicing journeys and support strategic digital transformation.

You will lead analysis across branch, contact centre, and assisted digital journeys, translate requirements into CRM flows, own end-to-end lifecycle, and collaborate with Product Owners to prioritise work.

Qualifications

• Experience in CRM projects or banking domain preferred.
• Strong analytical and requirements gathering skills.
• Ability to translate complex business ideas into functional specifications.
• Excellent stakeholder communication and collaboration capabilities.

Responsibilities

• Lead business and functional analysis for CRM initiatives across branch, contact centre, and assisted digital journeys.
• Translate business, regulatory, and operational requirements into CRM flows, data mappings, and system behaviours.
• Own end-to-end requirement lifecycle for CRM features from discovery to UAT and post-release validation.
• Partner with Product Owners to provide functional insights and dependency analysis.
• Define CRM acceptance scenarios including role-based behaviour, audit trails, and controls.
• Act as the functional authority during build and testing to clarify CRM behaviour and resolve ambiguities.
• Lead business-led UAT by coordinating test scenarios and validating end-to-end journeys.

Job description

As a Business Analyst - 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