Business Analyst (Banking Experience is Must)

Business Analyst – Conversational Banking Platform (CBP)

Role Summary

The Conversational Banking Platform (CBP) is a centralized, enterprise-grade AI platform enabling business units across markets to deploy scalable conversational experiences. As a Business Analyst, you will bridge business, product, and engineering teams by translating business needs into clear, actionable requirements for AI-powered customer journeys. You will play a key role in shaping conversational experiences, ensuring solution accuracy, regulatory compliance, and measurable business outcomes across multiple languages and geographies.

Key Responsibilities

Business Analysis & Requirements

• Gather, analyze, and prioritize requirements from stakeholders across business units and markets.
• Create high-quality artifacts including BRDs, user stories, acceptance criteria, process flows, customer journeys, and intent maps.
• Break down customer interactions (FAQs, servicing, transactional journeys) into structured intents and conversational workflows.
• Ensure complete traceability from business requirements to delivered capabilities.

Conversational Design & Content Enablement

• Define intent taxonomy, training utterances, entities, and conversation flows in partnership with product and content teams.
• Structure and curate knowledge sources to support high-quality AI responses and retrieval-based experiences.
• Design happy-path, fallback, escalation, routing, and deflection journeys.
• Support multilingual experiences across English, Arabic, and Urdu.

Analytics & Platform Insights

• Analyze conversation data, user behavior, and transcripts to identify optimization opportunities and new use cases.
• Define and monitor platform KPIs including engagement, resolution, containment, customer satisfaction, and response quality.
• Support evaluation of AI outputs for accuracy, relevance, completeness, and compliance.

Delivery & Governance

• Participate in Agile ceremonies including backlog refinement, sprint planning, estimation, and user acceptance validation.
• Ensure solutions comply with market-specific regulatory, risk, and compliance requirements.
• Drive disciplined documentation, change control, and decision tracking throughout the delivery lifecycle.

Stakeholder Management

• Facilitate workshops and working sessions with business, operations, compliance, technology, and product teams.
• Act as the primary liaison between business and engineering, proactively managing dependencies, risks, and trade-offs.
• Maintain a single source of truth for requirements, scope, and delivery decisions.

Required Qualifications & Experience

• Bachelor's degree in Business, Computer Science, Engineering, Information Systems, or a related discipline.
• 6+ years of Business Analysis experience within banking, financial services, digital platforms, or technology products.
• Strong experience producing BRDs, functional requirements, user stories, acceptance criteria, and process maps.
• Hands-on experience working within Agile/Scrum environments using tools such as Jira and Confluence.
• Excellent analytical, problem-solving, and stakeholder management skills.
• Strong verbal and written communication skills with the ability to translate business needs into technical requirements.

Desired Experience

• Exposure to Conversational AI, chatbots, virtual assistants, NLP, or LLM-based solutions.
• Understanding of RAG architectures, prompt engineering concepts, AI guardrails, and response evaluation frameworks.
• Experience delivering multilingual and multi-market digital products, particularly across English, Arabic, and Urdu.
• Familiarity with banking regulations and compliance requirements in UAE, Egypt, and/or Pakistan.
• Basic data analysis skills using SQL, Excel, Power BI, or Python.
• Experience managing knowledge bases, FAQs, or content repositories supporting automated customer interactions.

Core Competencies

• Strong attention to detail with a focus on accuracy, quality, and compliance.
• Ability to bring structure and clarity to ambiguous business problems.
• Ownership mindset with a bias for execution and results.
• Collaborative and effective in cross-functional, geographically distributed teams.
• Customer-centric approach with a passion for improving digital customer experiences.