Customer Engagement Business Analyst

About CodeNinja Inc. and the Opportunity

CodeNinja Inc. is a technology and AI consulting firm that delivers 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. We are seeking a Customer Engagement Business Analyst to join our team in Riyadh, KSA. This full-time role requires a professional with 8+ years of experience in business analysis, specifically within retail banking or banking transformation programs.

Role Overview

The Customer Engagement Business Analyst will work closely with Product Owners and business stakeholders on a retail banking transformation initiative. This hands-on role involves converting customer engagement requirements into comprehensive, implementation-ready Business Requirements Documents (BRDs) and user stories. The scope includes defining business rules, customer journeys, channels, data, integrations, exceptions, and operational impacts. The analyst is expected to operate confidently across Business, Digital, and Technology stakeholders and challenge incomplete requirements proactively.

Key Responsibilities

• Elicit, analyze, and document customer engagement requirements from Product Owners and business stakeholders.
• Author complete Business Requirements Documents (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 engage stakeholders to resolve 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.

Required Qualifications

• Minimum of 8 years of Business Analyst experience, with strong exposure to retail banking or banking transformation programs.
• Proven ability to write complete, high-quality Business Requirements Documents (BRDs) and user stories.
• Strong requirements elicitation skills, including the ability to identify and challenge incomplete or ambiguous requirements.
• Experience working effectively across Business, Digital, and Technology stakeholder groups.
• Solid understanding of customer journeys, channels, data, and integrations within a banking context.

Preferred Qualifications

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

Location and Employment Type

This is a full-time position based in Riyadh, KSA. We invite qualified candidates to apply.