Lead Business Analyst: Customer Journeys & CX Improvement

Mashreq; United Arab Emirates; On-site; AED 180,000 - 320,000; Full time

Benefits offered by this job

Health insurance

Job summary

Mashreq in the United Arab Emirates seeks a Lead Business Analyst to own end-to-end review, testing and improvement of Business Banking customer journeys across online, mobile and assisted channels, aligning with MashreqBank’s strategic objectives.

You will run user testing, map journeys, analyze feedback and operational data, identify defects and improvements, and coordinate with product, operations and digital teams to deliver a seamless, customer-centric experience.

Qualifications

• Bachelor degree in business administration or related field.
• 3–5 years of banking experience; Business Banking exposure preferred.
• Strong understanding of customer journey mapping and user testing concepts.
• Customer-centric mindset with strong analytical skills.

Responsibilities

• User testing of chat and IVR systems from an end-user perspective.
• Support journey reviews to align with customer needs and experience principles.
• Conduct functional, user acceptance, and CX testing on journeys.
• Identify defects, pain points, process gaps, and inconsistencies.
• Analyze feedback and operational data to identify improvements.
• Monitor implementation of journey improvements and track gaps closure.
• Support CX projects by coordinating activities and escalating risks.
• Participate in project planning, testing, and implementation.
• Test system functionality, usability and performance.
• Identify issues, bugs and areas for improvement.

Skills

Analytical skills

Problem-solving

Communication skills

Stakeholder coordination

Customer insight

Journey mapping

User testing concepts

Education

Bachelor degree in business administration

Job description

Mashreq in the United Arab Emirates seeks a Lead Business Analyst to own end-to-end review, testing and improvement of Business Banking customer journeys across online, mobile and assisted channels, aligning with MashreqBank’s strategic objectives.

You will run user testing, map journeys, analyze feedback and operational data, identify defects and improvements, and coordinate with product, operations and digital teams to deliver a seamless, customer-centric experience.