Customer Engagement Business Analyst

About Code Ninja

Code Ninja is a technology and AI consulting firm that delivers embedded and forward-deployed engineering and business teams. The firm operates across KSA, Pakistan, Egypt, and Latin America, partnering with leading enterprises to drive digital transformation within banking, fintech, and enterprise technology domains.

The Role: Customer Engagement Business Analyst

Code Ninja is seeking a Customer Engagement Business Analyst to work closely with Product Owners and business stakeholders. This role is integral to a retail banking transformation initiative, focusing on converting customer engagement requirements into complete, implementation-ready Business Requirements Documents (BRDs) and user stories. The position requires a hands-on Business Analyst who can challenge incomplete requirements and confidently engage with Business, Digital, and Technology stakeholders.

Key Responsibilities

• Elicit, analyze, and document customer engagement requirements from Product Owners and business stakeholders.
• Author comprehensive 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, proactively engaging stakeholders to resolve them.
• Work cross-functionally with Business, Digital, and Technology teams to ensure alignment on scope and feasibility.
• Support solution design discussions, ensuring that 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 BRDs and user stories.
• Strong requirements elicitation skills, including the ability to identify and address incomplete or ambiguous requirements.
• Experience collaborating 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.

Work Type

This is a full-time position. Salary details will be discussed during the interview process.