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

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
  
  

• 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.
  
  

• 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
  
  

• 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.