lead – Business Analyst.RBG -BB Customer Service & Quality.Retail Banking Group

The Lead Business Analyst will own the end‑to‑end review, testing and continuous improvement of Business Banking customer journeys. Working closely with product, operations and digital teams, you will ensure that every touch‑point—online, mobile and assisted—delivers a seamless, customer‑centric experience while aligning with MashreqBank’s strategic objectives.

Key Result Areas:

• Timely completion of assigned user testing and journey review activities.

  • Identification and reporting of customer experience improvement opportunities.

  • Effective contribution to journey enhancement initiatives.

  • Improved customer experience through testing and feedback analysis.

  • Strong collaboration with cross-functional stakeholders.

  • Support digitalization and process-improvement initiatives aimed at reducing customer effort.

  • Drive process optimization, cost reduction, customer experience, and operational excellence

Responsibility:

• User testing involves evaluating the chat and IVR systems from an end-user perspective
• Support customer journey reviews to ensure journeys align with customer needs and experience principles.
• Conduct functional, user acceptance, and customer experience testing on new and existing journeys.
• Identify defects, customer pain points, process gaps, and inconsistent customer experiences.
• Analyse customer feedback, complaints, frontline observations, and operational data to identify improvement opportunities.
• Monitor implementation of approved journey improvements and track closure of identified gaps.
• Support digitalization and process-improvement initiatives aimed at reducing customer effort.
• Support CX projects by coordinating activities, tracking progress, and escalating risks when required.
• Participate in project planning, testing, and implementation.
• Test system functionality, usability, and performance.
• Identify issues, bugs, and areas for improvement.

Knowledge, Skills and Experience:

• Bachelor degree in business administration or any relevant stream.
• Minimum 3-5 years of banking experience.
• Prior experience within Business Banking is strongly preferred & Strong understanding of Business Banking products, services, and servicing processes.
• Understanding of customer journey mapping and user testing concepts.
• Customer-centric mindset.
• Strong analytical and problem-solving skills.
• Good communication and stakeholder coordination skills.
• Ability to interpret customer feedback and operational data.

• Map, analyze and redesign Business Banking customer journeys across digital and assisted channels.
• Lead functional testing and user acceptance testing for new and enhanced journey components.
• Gather and interpret customer feedback, operational data and analytics to identify pain points and improvement opportunities.
• Collaborate with product, operations, IT and compliance stakeholders to define requirements and ensure alignment.
• Prioritize enhancements based on impact, feasibility and business value.
• Develop and maintain journey documentation, process flows and testing artefacts.
• Facilitate workshops and stakeholder meetings to drive consensus and adoption of solutions.
• Monitor post‑implementation performance and recommend iterative refinements.
• Champion a customer‑centric mindset across the Business Banking team.
• Report progress, risks and outcomes to senior leadership on a regular basis.

• Bachelor’s degree in Business Administration or a related field.
• 3–5 years of banking experience, preferably in Business Banking.
• Strong understanding of Business Banking products, services and servicing processes.
• Proven experience with customer journey mapping and user testing methodologies.
• Demonstrated analytical and problem‑solving abilities.
• Excellent communication and stakeholder coordination skills.
• Ability to translate customer feedback and operational data into actionable insights.
• Customer‑centric mindset with a focus on delivering superior experiences.
• Experience working in a cross‑functional, agile environment.
• Proficiency with journey‑mapping tools, data analysis software and MS Office suite.