Customer Engagement Business Analyst

About the role

CodeNinja Inc. is seeking a Customer Engagement Business Analyst to join a retail banking transformation initiative. The analyst will work closely with Product Owners and business stakeholders to translate customer engagement needs into implementation‑ready documentation.

Key responsibilities

• Elicit, analyse, and document customer engagement requirements from product owners and business stakeholders.
• Author comprehensive Business Requirement Documents (BRDs) and user stories covering business rules, journeys, channel behaviour, 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, challenge stakeholders, and ensure requirements are clear and complete.
• Collaborate across Business, Digital, and Technology teams to align scope, feasibility, and solution design.
• Validate delivered functionality against documented requirements.

Required profile

• 8+ years of Business Analyst experience, preferably in retail banking or banking transformation programs.
• Proven ability to produce high‑quality BRDs and user stories.
• Strong elicitation skills and confidence to push back on incomplete or ambiguous requirements.
• Experience working with cross‑functional Business, Digital, and Technology stakeholders.
• Solid understanding of customer journeys, channels, data, and integrations in a banking context.

Required skills

• Business Analyst
• Digital servicing
• Customer engagement platforms
• CRM
• Data integrations
• BRDs
• Requirements elicitation
• User stories