Business Analyst – CRM (Retail Banking)

About the role

The Business Analyst – CRM will act as the bridge between business stakeholders and technology teams to deliver effective CRM solutions for Emirates NBD. You will leverage deep functional knowledge of retail banking and regional regulatory requirements to support strategic digital transformation initiatives.

Key responsibilities

• Lead business and functional analysis for CRM initiatives across branch, contact centre, and assisted digital journeys.
• Translate complex business, regulatory and operational requirements into clear CRM functional flows, data mappings and system behaviours.
• Own the end‑to‑end requirement lifecycle from discovery through UAT sign‑off and post‑release validation.
• Partner with Product Owners to provide functional insights and dependency analysis for prioritisation.
• Define CRM acceptance scenarios, including role‑based behaviour, audit trails, maker‑checker controls and exception handling.
• Act as functional authority during build and testing, clarifying CRM behaviour and resolving ambiguities.
• Lead business‑led UAT activities, coordinate test scenarios and assess defect severity.
• Perform release readiness and sanity validation to ensure no negative impact on frontline productivity or customer experience.

Required profile

• Strong experience in retail banking processes and servicing journeys.
• Good understanding of Middle‑East regulatory and customer requirements.
• Proven ability to work with cross‑functional teams and translate business needs into technical specifications.
• Excellent analytical and problem‑solving skills.

Required skills