Business Analyst Customer Care Specialist Professional

About the role

Mobily is seeking a Business Analyst specialized in Customer Care to shape and improve its end‑to‑end service processes. You will work closely with both business and IT teams to translate customer experience concepts into functional designs that support the full customer journey.

Key responsibilities

• Gather and analyse experience concepts for assigned customer‑care processes.
• Understand and document the high‑level architecture of existing Mobily customer‑care services.
• Produce detailed functional designs, including business rules, technical and configuration specifications for all touch‑points (sales, physical and online channels).
• Create a compliance map and identify impacted process domains.
• Facilitate stakeholder workshops to consolidate requirements and resolve conflicts.
• Align commercial requirements with customer‑care and IT teams.
• Map business needs to technical capabilities and address any gaps.
• Draft high‑quality Requirement Specification Documents (RSD) and obtain business sign‑off.
• Define functional use cases to support comprehensive testing.
• Provide recommendations for improvements and innovative ideas.
• Support project and delivery teams with post‑sign‑off clarification.

Required profile

• Degree in Computer Science, Information Technology, Engineering or equivalent from an accredited university.
• Experience in business analysis within telecom or customer‑care environments is preferred.

Required skills

What we offer

• Opportunity to influence customer experience across a leading telecom operator.
• Collaborative environment with cross‑functional teams.
• Professional development in business analysis and process design.