Customer Engagement Business Analyst

About CodeNinja

CodeNinja is a technology and AI consulting firm delivering embedded and forward-deployed engineering and business teams across KSA, Pakistan, Egypt, and Latin America. We partner with leading enterprises to drive digital transformation across banking, fintech, and enterprise technology domains.

About the role

We are looking for a Customer Engagement Business Analyst to work closely with Product Owners and business stakeholders on a retail banking transformation initiative. The role requires converting customer engagement requirements into complete, implementation-ready BRDs and user stories — covering business rules, customer journeys, channels, data, integrations, exceptions, and operational impacts. This is a hands-on BA role for someone who can challenge incomplete requirements and operate confidently across Business, Digital, and Technology stakeholders.

Key responsibilities

• Elicit, analyze, and document customer engagement requirements from Product Owners and business stakeholders
• Author complete BRDs and user stories covering business rules, customer journeys, channel behavior, data flows, integrations, exceptions, and operational impacts
• Translate business needs into structured requirements for CRM, campaigns, notifications, loyalty, personalization, and digital servicing capabilities
• Identify gaps and ambiguities in requirements and proactively challenge stakeholders to close them
• Work cross-functionally across Business, Digital, and Technology teams to align on scope and feasibility
• Support solution design discussions, ensuring requirements are technically implementable
• Validate delivered functionality against documented requirements

Requirements

Must-haves

• 8+ years of Business Analyst experience, with strong exposure to retail banking/banking transformation programs
• Proven ability to write complete, high-quality BRDs and user stories
• Strong requirements elicitation skills with the ability to identify and push back on incomplete or ambiguous requirements
• Experience working across Business, Digital, and Technology stakeholder groups
• Solid understanding of customer journeys, channels, data, and integrations in a banking context

Nice-to-haves

• Exposure to CRM/customer engagement platforms
• Experience with campaigns, notifications, loyalty, or personalization initiatives
• Digital servicing domain exposure