Business Analyst - Retail Banking
VirtusaJobsCloseBy Editorial Insights
Virtusa is hiring a Business Analyst - Retail Banking for a full time on-site role in Dubai. You will bridge business stakeholders and technology teams to deliver CRM solutions across branch, contact centre and assisted digital journeys, applying Middle East regulatory and customer requirements. You will own the end to end requirement lifecycle for CRM features, translate complex regulatory and operational needs into functional flows and data mappings, and serve as the functional authority during build and testing, including UAT and release readiness. To apply, showcase cross channel CRM delivery, collaboration with Product Owners, and the ability to define clear acceptance criteria with audit trails and controls, plus measurable business impact.
Description
- 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.