Lead Business Analyst RBG -BB Customer Service And Quality Retail Banking Group

Mashreq; Dubai; On-site; AED 180,000 - 240,000; Full time

Job summary

Mashreq is seeking a Lead Business Analyst to own end-to-end review, testing, and continuous improvement of Business Banking customer journeys across online, mobile and assisted channels.

You will collaborate with product, operations and digital teams to deliver customer-centric experiences aligned with MashreqBank’s objectives and drive process optimization and cost reduction.

Qualifications

• Bachelor degree in business administration or relevant stream.
• 3-5 years of banking experience.
• Business Banking experience strongly preferred; understanding of products, services, and servicing processes.
• Understanding of customer journey mapping and user testing concepts.
• Customer-centric mindset.
• Strong analytical and problem-solving skills.
• Good communication and stakeholder coordination skills.
• Ability to interpret customer feedback and operational data.

Responsibilities

• User testing involves evaluating chat and IVR systems from an end-user perspective.
• Support customer journey reviews to ensure journeys align with customer needs and experience principles.
• Conduct functional, user acceptance, and customer experience testing on new and existing journeys.
• Identify defects, customer pain points, process gaps, and inconsistent customer experiences.
• Analyse customer feedback, complaints, frontline observations, and operational data to identify improvement opportunities.
• Monitor implementation of approved journey improvements and track closure of identified gaps.
• Support digitalization and process-improvement initiatives aimed at reducing customer effort.
• Support CX projects by coordinating activities, tracking progress, and escalating risks when required.
• Participate in project planning, testing, and implementation.
• Test system functionality, usability, and performance.
• Identify issues, bugs, and areas for improvement.

Skills

Customer journey mapping

User testing concepts

Analytical thinking

Problem solving

Communication

Stakeholder coordination

Data interpretation

Education

Bachelor's degree in business administration

Job description

Job Description:

The Lead Business Analyst will own the end‑to‑end review, testing and continuous improvement of Business Banking customer journeys. Working closely with product, operations and digital teams, you will ensure that every touch‑point—online, mobile and assisted—delivers a seamless, customer‑centric experience while aligning with MashreqBank’s strategic objectives.

Key Result Areas:

• Timely completion of assigned user testing and journey review activities.
• Identification and reporting of customer experience improvement opportunities.
• Effective contribution to journey enhancement initiatives.
• Improved customer experience through testing and feedback analysis.
• Strong collaboration with cross‑functional stakeholders.
• Support digitalization and process‑improvement initiatives aimed at reducing customer effort.
• Drive process optimization, cost reduction, customer experience, and operational excellence

Responsibility:

• User testing involves evaluating the chat and IVR systems from an end‑user perspective
• Support customer journey reviews to ensure journeys align with customer needs and experience principles.
• Conduct functional, user acceptance, and customer experience testing on new and existing journeys.
• Identify defects, customer pain points, process gaps, and inconsistent customer experiences.
• Analyse customer feedback, complaints, frontline observations, and operational data to identify improvement opportunities.
• Monitor implementation of approved journey improvements and track closure of identified gaps.
• Support digitalization and process‑improvement initiatives aimed at reducing customer effort.
• Support CX projects by coordinating activities, tracking progress, and escalating risks when required.
• Participate in project planning, testing, and implementation.
• Test system functionality, usability, and performance.
• Identify issues, bugs, and areas for improvement.

Knowledge, Skills and Experience:

• Bachelor degree in business administration or any relevant stream.
• Minimum 3-5 years of banking experience.
• Prior experience within Business Banking is strongly preferred & Strong understanding of Business Banking products, services, and servicing processes.
• Understanding of customer journey mapping and user testing concepts.
• Customer-centric mindset.
• Strong analytical and problem-solving skills.
• Good communication and stakeholder coordination skills.
• Ability to interpret customer feedback and operational data.