Business Analyst Retail Banking
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Job Summary
Description:
As a Business Analyst your role is responsible for bridging business stakeholders and technology teams to deliver effective CRM solutions. You will leverage strong techno-functional expertise in retail banking and servicing journeys along with an understanding of regional (Middle East) regulatory and customer requirements to support strategic CRM and digital transformation initiatives.
Key Responsibilities:
- Lead business and functional analysis for CRM initiatives across branch contact centre and assisted digital journeys ensuring requirements reflect real operational workflows and customer servicing needs.
- Translate complex business regulatory and operational requirements into clear CRM functional flows data mappings and system behaviours supporting accurate and scalable solution design.
- Own the end-to-end requirement lifecycle for CRM features from initial discovery and impact analysis through to UAT sign-off and post-release validation.
- Partner with Product Owners to provide functional insights and dependency analysis enabling informed prioritisation decisions without assuming product ownership accountability.
- Define CRM-specific acceptance scenarios including role-based behaviour audit trail validation maker-checker controls and exception handling across servicing journeys.
- Act as the functional authority during build and testing phases clarifying CRM behaviour resolving requirement ambiguities and ensuring consistency across channels and user roles.
- Lead business-led UAT activities by coordinating test scenarios validating end-to-end journeys assessing defect severity and confirming readiness for production deployment.
- Perform release readiness and sanity validation from a business and operational perspective ensuring CRM changes do not negatively impact frontline productivity or customer experience.
- Analyse defects change requests and operational feedback to distinguish between functional requirements and system enhancements.
Required Experience:
IC
About Company
At Virtusa, we are builders, makers, and doers. Digital engineering is in our DNA. It’s at the heart of everything we do.
