Business Analyst- Customer Experience

Role Summary

We are seeking a highly analytical, hands-on Business Analyst to support product development, operations, and technology teams within a dynamic FinTech environment. The ideal candidate excels in gathering requirements, documenting processes, analysing data, and translating business needs into actionable solutions. A strong eye for detail, structured thinking, and the ability to work in fast-paced, tech-led environments is essential. Experience in financial services or FinTech is an added advantage.
Responsibilities

1. Requirements Gathering & Documentation

- Work closely with Product, Tech, Operations, Compliance, and Customer Service to understand business needs.

- Conduct workshops, interviews, and deep-dive sessions to define functional and non-functional requirements.

- Document requirements in clear, structured formats (BRDs, FRDs, user stories, acceptance criteria).

- Translate business ideas into detailed user journeys, workflows, and process maps.

2. Hands-On Analysis & Problem Solving

- Perform detailed analysis on business problems, operational pain points, and customer experience gaps.

- Analyse data from multiple sources to identify patterns, trends, and root causes.

- Propose practical, scalable solutions aligned to product and operational goals.

- Support prioritization by assessing effort, impact, dependencies, and risk.

3. Process Mapping & Optimization

- Map existing processes using BPMN or similar frameworks.

- Identify inefficiencies, gaps, failure points, and automation opportunities.

- Work with Tech and Ops to redesign processes for scale, efficiency, and compliance.

- Support implementation of new processes/redesigns, including documentation and change communication.

4. Cross-Functional Collaboration

- Act as a bridge between business teams and technology.

- Ensure requirements are fully understood and correctly interpreted by Tech/Engineering.

- Participate in design reviews, solution discussions, and sprint planning sessions.

- Engage regularly with stakeholders to track progress, clarify requirements, and address blockers.

5. Testing & Validation

- Develop and execute test cases for UAT, regression, and functional testing.

- Validate solutions against acceptance criteria and product requirements.

- Identify defects, log them clearly, and work with Tech to ensure timely resolution.

- Support go-live readiness and post-launch validations.

6. Reporting & Insights

- Prepare reports, dashboards, and analysis packs for leadership review.

- Track KPIs and performance trends to support informed decision-making.

- Provide insights on product usage, customer behaviour, and operational performance.

7. Compliance & Regulatory Awareness

- Ensure solutions and processes align with relevant regulatory standards (CBUAE, AML/KYC, data privacy, etc.).

- Support audit and compliance reviews by providing documentation and process evidence.

Requirements

- 2–4 years experience as a Business Analyst in FinTech, digital banking, payments, or SaaS preferred.

- Strong experience in requirements gathering, documentation, and process mapping.

- Solid understanding of technology fundamentals and integrations (AP APIs, data flows, system behaviour).

- Hands-on experience with tools such as JIRA, Confluence, Miro, Lucidchart, Visio, Excel, SQL (advantage).

- Ability to work in agile environments (Scrum/Kanban).

- Strong communication skills to influence, challenge, and align cross-functional teams.

- Detail-oriented, structured, proactive, and comfortable working with ambiguity.

Key Competencies

- Analytical & structured thinking

- Attention to detail

- Strong documentation skills

- Problem-solving mindset

- Cross-functional collaboration

- Data-driven decision making

- Ability to manage multiple priorities

- Customer-first mindset

- High ownership and accountability

Preferred Attributes

- FinTech product exposure (wallets, payments, lending, onboarding, KYC, CRM, etc.).

- Comfortable with fast-paced scaling environments.

- Curious, proactive, and passionate about improving processes.

- Ability to challenge existing ways of working and bring fresh perspectives.