# Senior Business Analyst - CRM

> GSSTech Group · Dubai, United Arab Emirates · — · Posted 2026-05-19

**Workplace:** on_site

## Description

We are seeking a high-caliber **Senior Business Analyst – CRM** to join our dynamic Digital Products & Platforms team. In this role, you will act as the critical bridge between business stakeholders and technology teams to deliver top-tier CRM solutions and digital onboarding journeys.

Leveraging strong **techno-functional expertise** in retail banking, servicing journeys, and Middle East regional regulatory requirements, you will drive strategic CRM enhancements and digital transformation initiatives that directly impact frontline productivity and customer experience.

## Requirements

### **Key Responsibilities**

-   **Requirement Leadership:** Lead business and functional analysis for CRM initiatives across branches, contact centers, and assisted digital journeys, ensuring requirements reflect real operational workflows.
-   **Functional Design:** Translate complex business, regulatory, and operational requirements into clear CRM functional flows, data mappings, and system behaviors to support scalable solution design.
-   **End-to-End Ownership:** Own the complete requirement lifecycle for CRM features, from initial discovery and impact analysis through to UAT sign-off and post-release validation.
-   **Product Owner Partnership:** Partner closely with Product Owners to provide functional insights, dependency analysis, and scoping support, enabling informed prioritization decisions.
-   **Compliance & Controls:** Define CRM-specific acceptance scenarios, including role-based access, audit trail validation, maker-checker controls, and exception handling.
-   **Functional Authority:** Act as the go-to functional expert during build and testing phases, clarifying CRM behavior, resolving ambiguities, and ensuring consistency across channels.
-   **UAT Coordination:** Lead business-led User Acceptance Testing (UAT) activities, coordinate test scenarios, validate end-to-end journeys, and assess defect severity.
-   **Release & Sanity Validation:** Perform release readiness and sanity validation from an operational perspective, ensuring deployments do not disrupt frontline productivity or customer experience.
-   **Continuous Improvement:** Analyze defects, change requests, and operational feedback to distinguish between functional bugs and enhancement opportunities.

### **Required Skills & Qualifications**

### **Core Experience & Domain Knowledge**

-   **Experience:** 6+ years of experience as a Business Analyst within **Retail Banking**, specifically focusing on CRM platforms (e.g., Salesforce, Microsoft Dynamics) and digital onboarding.
-   **Regional Expertise:** Strong understanding of **Middle East (GCC) regulatory frameworks**, compliance standards, and regional customer behavior.
-   **Journey Mapping:** Proven track record in designing and optimizing omni-channel journeys (Branch, Contact Center, and Assisted Digital Journeys).

### **Technical & Functional Competencies**

-   **Techno-Functional Analysis:** Ability to map data, define system behaviors, and write detailed functional specifications without needing an engineering/coding background.
-   **Platform & Process Controls:** Deep understanding of banking controls, including **maker-checker workflows**, audit trails, and role-based security access.
-   **Agile Delivery:** Strong familiarity with Agile/Scrum methodologies, working alongside Product Owners, and managing requirements in tools like Jira/Confluence.

### **Soft Skills & Stakeholder Management**

-   **Stakeholder Alignment:** Exceptional ability to translate complex business needs into technical requirements and vice versa.
-   **Analytical Thinking:** Highly analytical mindset with the ability to perform rigorous impact analysis and triage production defects effectively.

## Apply

[Apply at GSSTech Group](https://apply.workable.com/gsstech-group/j/E000C3B4BC/apply)

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