Senior CRM Analyst: Journeys, UAT & Delivery

Virtusa Corporation; Dubai; On-site; AED 180,000 - 280,000; Full time

Job summary

Virtusa Corporation seeks a Senior CRM Business Analyst to lead analysis across branch, contact centre, and assisted digital journeys. You will translate complex requirements into CRM flows, data mappings, and system behaviors, owning the lifecycle from discovery through UAT and post-release validation.

You will partner with Product Owners for insights, define acceptance scenarios, and drive release readiness while ensuring data accuracy and regulatory adherence across CRM projects.

Qualifications

• Experience leading CRM analysis across channel journeys (branch, contact centre, assisted digital).
• Ability to translate business and regulatory requirements into CRM flows and data mappings.
• Proof of end-to-end requirement lifecycle ownership from discovery to sign-off.

Responsibilities

• Lead business and functional analysis for CRM initiatives across journeys.
• Translate requirements into CRM functional flows, data mappings and system behaviors.
• Own end-to-end requirement lifecycle for CRM features, including UAT and post-release validation.
• Collaborate with Product Owners for insights and dependency analysis.
• Define CRM acceptance scenarios including role-based behavior and audit trails.
• Lead business-led UAT activities and coordinate test scenarios.
• Ensure release readiness and validate CRM changes impact on frontline productivity.
• Analyse defects and feedback to inform backlog and improvements.
• Work with CRM data, integration and reporting teams to ensure data accuracy and regulatory reporting.
• Collaborate with UX teams to validate intuitive CRM journeys for branch users.
• Document functional learnings and governance improvements.

Skills

CRM analysis

UAT coordination

Stakeholder management

Requirements elicitation

Job description

Virtusa Corporation seeks a Senior CRM Business Analyst to lead analysis across branch, contact centre, and assisted digital journeys. You will translate complex requirements into CRM flows, data mappings, and system behaviors, owning the lifecycle from discovery through UAT and post-release validation.

You will partner with Product Owners for insights, define acceptance scenarios, and drive release readiness while ensuring data accuracy and regulatory adherence across CRM projects.