CRM Business Analyst

About the role

The CRM Business Analyst will lead the transformation of banking services processes, ensuring seamless automation and adoption of AI‑driven scenarios. This position is based in Abu Dhabi with occasional travel to Dubai as required.

Key responsibilities

• Design, implement, validate and adopt banking services processes, including straight‑through processing (STP) and automation.
• Evaluate and realize value from AI agents and AI‑enabled scenarios.
• Collaborate with contact‑center, branch, product, segment and back‑office teams to align services.
• Work with CRM platforms, especially Salesforce Service Cloud, to enhance service delivery.
• Support retail customer processes and contribute to corporate process improvements.

Required profile

• Solid experience in banking services process transformation.
• Proven track record of delivering design, implementation and adoption of automated processes.
• Knowledge of contact‑center, branch operations and back‑office workflows.
• Understanding of retail and corporate banking customer processes.
• Ability to work on‑site in Abu Dhabi/Dubai with a quick joining timeline.

Required skills

• Salesforce Service Cloud
• CRM platforms

What we offer

• Opportunity to shape banking service automation in a leading technology firm.
• Dynamic, Agile‑focused work environment.