Business Analyst- Customer Experience

Astra Tech; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A dynamic FinTech company seeks a Business Analyst to enhance product development and operations. The ideal candidate will excel in requirements gathering, data analysis, and process optimization in a fast-paced environment. You will collaborate across teams, translate business needs into solutions, and ensure process compliance. Ideal qualifications include 2–4 years of related experience and strong analytical skills. Competitive salary and growth opportunities available.

Qualifications

• 2–4 years experience as a Business Analyst in FinTech or digital banking.
• Strong experience in requirements gathering and documentation.
• Ability to work in agile environments like Scrum or Kanban.

Responsibilities

• Gather and document business requirements from various teams.
• Analyze data to identify trends and improve operational procedures.
• Map current processes and suggest improvements for efficiency.
• Collaborate with technical teams to ensure proper interpretation of requirements.
• Prepare detailed test cases and validate solutions against requirements.

Skills

Requirements gathering

Process mapping

Analytical thinking

Cross-functional collaboration

Problem-solving

Agile methodologies

Tools

JIRA

Confluence

SQL

Excel

Lucidchart

Miro

Visio

Job description

Role Summary

We are seeking a highly analytical, hands‑on Business Analyst to support product development, operations, and technology teams within a dynamic FinTech environment. The ideal candidate excels in gathering requirements, documenting processes, analysing data, and translating business needs into actionable solutions. A strong eye for detail, structured thinking, and the ability to work in fast‑paced, tech‑led environments is essential. Experience in financial services or FinTech is an added advantage.

1. Requirements Gathering & Documentation

• Work closely with Product, Tech, Operations, Compliance, and Customer Service to understand business needs.
• Conduct workshops, interviews, and deep‑dive sessions to define functional and non‑functional requirements.
• Document requirements in clear, structured formats (BRDs, FRDs, user stories, acceptance criteria).
• Translate business ideas into detailed user journeys, workflows, and process maps.

2. Hands‑On Analysis & Problem Solving

• Perform detailed analysis on business problems, operational pain points, and customer experience gaps.
• Analyse data from multiple sources to identify patterns, trends, and root causes.
• Propose practical, scalable solutions aligned to product and operational goals.
• Support prioritization by assessing effort, impact, dependencies, and risk.

3. Process Mapping & Optimization

• Map existing processes using BPMN or similar frameworks.
• Identify inefficiencies, gaps, failure points, and automation opportunities.
• Work with Tech and Ops to redesign processes for scale, efficiency, and compliance.
• Support implementation of new processes/redesigns, including documentation and change communication.

4. Cross‑Functional Collaboration

• Act as a bridge between business teams and technology.
• Ensure requirements are fully understood and correctly interpreted by Tech/Engineering.
• Participate in design reviews, solution discussions, and sprint planning sessions.
• Engage regularly with stakeholders to track progress, clarify requirements, and address blockers.

5. Testing & Validation

• Develop and execute test cases for UAT, regression, and functional testing.
• Validate solutions against acceptance criteria and product requirements.
• Identify defects, log them clearly, and work with Tech to ensure timely resolution.
• Support go‑live readiness and post‑launch validations.

6. Reporting & Insights

• Prepare reports, dashboards, and analysis packs for leadership review.
• Track KPIs and performance trends to support informed decision‑making.
• Provide insights on product usage, customer behaviour, and operational performance.

7. Compliance & Regulatory Awareness

• Ensure solutions and processes align with relevant regulatory standards (CBUAE, AML/KYC, data privacy, etc.).
• Support audit and compliance reviews by providing documentation and process evidence.

Requirements

• 2–4 years experience as a Business Analyst in FinTech, digital banking, payments, or SaaS preferred.
• Strong experience in requirements gathering, documentation, and process mapping.
• Solid understanding of technology fundamentals and integrations (AP APIs, data flows, system behaviour).
• Hands‑on experience with tools such as JIRA, Confluence, Miro, Lucidchart, Visio, Excel, SQL (advantage).
• Ability to work in agile environments (Scrum/Kanban).
• Strong communication skills to influence, challenge, and align cross‑functional teams.
• Detail‑oriented, structured, proactive, and comfortable working with ambiguity.

Key Competencies

• Analytical & structured thinking
• Attention to detail
• Strong documentation skills
• Problem‑solving mindset
• Cross‑functional collaboration
• Data‑driven decision making
• Ability to manage multiple priorities
• Customer‑first mindset
• High ownership and accountability

Preferred Attributes

• FinTech product exposure (wallets, payments, lending, onboarding, KYC, CRM, etc.).
• Comfortable with fast‑paced scaling environments.
• Curious, proactive, and passionate about improving processes.
• Ability to challenge existing ways of working and bring fresh perspectives.