Business Analyst

Business Analyst
100% Remote | Offshore
Role Overview
We are hiring a customer-obsessed, transformation-savvy Business Analyst / Senior Business Analyst to improve digital customer journeys, internal platforms, and operational workflows in an AI-first organization.
The role combines business analysis, product delivery, process improvement, data & analytics, and practical AI adoption to deliver measurable improvements in customer experience, revenue, productivity, quality, governance, and compliance.
You will translate business needs into clear requirements and delivery plans while working closely with Product, UX, Engineering, Operations, Marketing, Data, Compliance, Governance, and external vendors across discovery, UAT, go-live, adoption, and continuous improvement.
Key Responsibilities
Drive customer-centric requirements, journey improvements, and product outcomes, with focus on experience, adoption, retention, conversion, efficiency, and service quality.
Identify process gaps, manual activities, customer pain points, and automation opportunities across customer and internal journeys.
Create AS-IS/TO-BE workflows, process maps, business rules, SOPs, requirements, and improvement proposals.
Use AI tools responsibly for research, analysis, documentation, testing, data interpretation, and other repeatable BA activities.
Identify and translate opportunities for AI assistants, virtual agents, automation bots, and agentic workflows into practical business solutions.
Demonstrate working knowledge of MCPs, APIs, connectors, enterprise/cloud AI platforms, and AI-enabled workflows.
Gather, analyse, and document requirements through workshops, interviews, data analysis, and stakeholder sessions.
Develop BRDs, FRDs/FIDs, functional specifications, user stories, acceptance criteria, process flows, SOPs, UAT packs, and release documentation.
Manage backlogs and support Agile/Scrum or Waterfall/hybrid delivery using tools such as JIRA, Confluence, or Azure DevOps.
Plan and coordinate UAT, defect management, business-rule validation, go-live readiness, and post-release stabilization.
Define requirements for OCR, intelligent document processing, CRM data capture, validation, reconciliation, and customer-data quality.
Translate compliance and regulatory requirements into business rules, workflows, controls, data requirements, evidence, and audit trails.
Support CRM, chat/messaging, telephony, contact-center, case-management, integrations, APIs, and omnichannel customer journeys.
Perform data extraction, validation, reconciliation, and analysis using SQL, Excel, BI tools, and approved AI-assisted methods.
Build or define dashboards and reporting to track customer, operational, product, compliance, and delivery performance.
Partner with Marketing on campaign workflows, customer data, lead capture, segmentation, automation, attribution, and optimization.
Manage stakeholder and vendor relationships, dependencies, risks, decisions, and delivery expectations.
Key Qualifications
Bachelor’s degree in Business, Computer Science, Engineering, Information Systems, Data, or a related field.
3–7 years’ experience as a Business Analyst, Senior Business Analyst, Product BA, or Digital Transformation Analyst. Exceptional candidates outside this range may be considered.
Strong experience in requirements engineering, process mapping, stakeholder management, UAT, and digital/operational change delivery.
Experience working remotely with distributed, multicultural, or cross-functional teams.
Exposure to insurance, financial services, fintech, e-commerce, regulated industries, CRM, customer service, or contact centers is advantageous.
Core Skills – Must Have
Strong requirements and documentation skills across BRD/FRD/FID, functional specifications, process flows, SOPs, user stories, acceptance criteria, and UAT.
Demonstrable experience using AI tools in day-to-day work, including validating outputs and applying appropriate controls.
Strong analytical, problem-solving, process-improvement, and outcome-measurement skills.
Excellent Excel skills and practical data-analysis experience; SQL proficiency or hands-on exposure.
Excellent communication, stakeholder facilitation, internal-customer management, and vendor coordination skills.
Proactive, accountable, curious, and comfortable working with ambiguity and rapidly evolving AI tools.
Desirable Experience
Experience with:
AI assistants, virtual agents, agentic workflows, automation, prompt/instruction design, knowledge grounding, and AI evaluation.
MCPs, APIs, connectors, Postman/Swagger, webhooks, and integrations.
OCR, intelligent document processing, CRM data mapping, data governance, and customer-data quality.
Compliance workflows, regulatory data, privacy/consent controls, audit trails, and AI/IT governance.
Platforms such as Salesforce, ServiceNow, Pega, Dynamics, Genesys, or equivalent.
BI tools such as Power BI, Tableau, Looker, or equivalents.
What Success Looks Like
Requirements are clear, testable, traceable, and delivered with minimal rework.
Customer and employee journeys become simpler, faster, more reliable, and measurable.
Repeatable work is responsibly automated or AI-assisted, delivering visible productivity and quality gains.
Data becomes more complete, accurate, governed, and usable across platforms.
Stakeholders and delivery teams remain aligned, moving solutions from idea to adoption with appropriate controls.
Working Model
This is a full-time offshore remote opportunity requiring dependable availability during agreed working hours, effective collaboration with UAE/MENA-based stakeholders, strong written communication, ownership of deliverables, and the ability to work independently in a fast-moving AI-first environment.

Work arrangement
Yes