Job description

The CRM Business Analyst role in Dubai, United Arab Emirates operates within the banking domain and focuses on delivering CRM system solutions that support customer 360 capabilities, customer servicing journeys, sales workflows, and campaign management modules. The role requires engagement with senior business analysts and business stakeholders to gather, analyse, and document requirements for CRM platforms, ensuring alignment between business needs and technical solutions. The analyst is responsible for translating business requirements into structured deliverables including Business Requirements Documents (BRDs), Functional Specification Documents (FSDs), user stories, acceptance criteria, and detailed AS-IS and TO-BE process flows. The position involves supporting impact assessments, feasibility studies, and solution design discussions to ensure CRM solutions are viable and aligned with enterprise banking systems and surrounding applications. The role works closely with CRM architecture teams, data teams, and development teams to design workflows, data mappings, integration requirements, and system behaviours across enterprise environments. It includes collaboration with architects and developers to define APIs, validate payloads, ensure correct integration behaviour, manage data translation rules, and implement error handling mechanisms. The CRM Business Analyst performs SQL-based data analysis in collaboration with data analysts for validation, reporting, and troubleshooting activities. The role also includes defining UAT test scenarios, coordinating user acceptance testing execution, and managing defect tracking and resolution until closure. The analyst ensures that both functional and non-functional requirements are met before go-live, supporting production rollouts, training sessions, and post-deployment stabilization activities. The position requires close coordination with project managers and cross-functional teams including business, operations, compliance, technology, and vendor stakeholders, while facilitating workshops, sprint ceremonies, and review sessions to ensure effective delivery. The role is deeply embedded in Agile/Scrum environments using tools such as Jira and Azure DevOps and may involve working with CRM platforms such as Microsoft Dynamics 365 and MS Power Platform in a banking technology ecosystem.