Customer Engagement Business Analyst

About CodeNinjaCodeNinja 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 RoleWe 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 ResponsibilitiesElicit, analyze, and document customer engagement requirements from Product Owners and business stakeholdersAuthor complete BRDs and user stories covering business rules, customer journeys, channel behavior, data flows, integrations, exceptions, and operational impactsTranslate business needs into structured requirements for CRM, campaigns, notifications, loyalty, personalization, and digital servicing capabilitiesIdentify gaps and ambiguities in requirements and proactively challenge stakeholders to close themWork cross-functionally across Business, Digital, and Technology teams to align on scope and feasibilitySupport solution design discussions, ensuring requirements are technically implementableValidate delivered functionality against documented requirementsRequirementsMust-Haves8+ years of Business Analyst experience, with strong exposure to retail banking / banking transformation programsProven ability to write complete, high-quality BRDs and user storiesStrong requirements elicitation skills with the ability to identify and push back on incomplete or ambiguous requirementsExperience working across Business, Digital, and Technology stakeholder groupsSolid understanding of customer journeys, channels, data, and integrations in a banking contextNice-to-HavesExposure to CRM / customer engagement platformsExperience with campaigns, notifications, loyalty, or personalization initiativesDigital servicing domain exposure