Business Analyst- Customer Experience

Role SummaryWe 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.Responsibilities1. 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 accountabilityPreferred 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.