Customer Engagement Business Analyst

About CodeNinja

CodeNinja is a technology and AI consultancy providing embedded and forward-deployed engineering and business teams across Saudi Arabia, Pakistan, Egypt, and Latin America. They specialize in partnering with top enterprises to advance digital transformation within banking, fintech, and enterprise technology sectors.

Role Overview

We are seeking a Customer Engagement Business Analyst to collaborate closely with Product Owners and business stakeholders on a retail banking transformation project. This hands-on position involves converting customer engagement needs into detailed and implementation-ready Business Requirement Documents (BRDs) and user stories. The scope includes business rules, customer journeys, channels, data, integrations, exceptions, and operational impact analysis. The candidate must confidently work across Business, Digital, and Technology teams and challenge incomplete or unclear requirements.

Primary Responsibilities

• Gather, analyze, and document customer engagement requirements from stakeholders and Product Owners.
• Create comprehensive BRDs and user stories encompassing business rules, customer journeys, channel interactions, data flow, system integrations, exception handling, and operational effects.
• Convert business demands into structured requirements for CRM, campaign management, notifications, loyalty programs, personalization, and digital servicing solutions.
• Identify gaps and unclear areas in requirements and proactively engage stakeholders to resolve them.
• Collaborate cross-functionally across Business, Digital, and Technology groups to ensure alignment on scope and feasibility.
• Participate in solution design discussions ensuring requirements are achievable from a technical standpoint.
• Validate delivered solutions against documented requirements to confirm compliance and completeness.

Qualifications

• Minimum of 8 years’ experience as a Business Analyst with significant involvement in retail banking or banking transformation initiatives.
• Demonstrated expertise in authoring complete and high-quality BRDs and user stories.
• Strong skillset in requirements elicitation with the confidence to challenge and clarify incomplete or ambiguous inputs.
• Experience collaborating across diverse stakeholder groups including Business, Digital, and Technology.
• Deep understanding of customer journeys, channels, data architecture, and integration processes within the banking domain.

• Experience with CRM or customer engagement platforms.
• Involvement in campaigns, notifications, loyalty, or personalization projects.
• Knowledge of digital servicing domains.