We are seeking an experienced Business Analyst to lead end-to-end business analysis activities across customer engagement and digital workflow initiatives. The role will focus on mapping current-state processes, defining future-state solutions, and ensuring seamless integration across systems and stakeholders. Key Responsibilities Lead end-to-end business analysis activities, including current-state process mapping and future-state workflow design across digital and customer engagement touchpoints. Translate business, marketing, CRM, ecommerce, and operational requirements into clear and detailed functional specifications. Analyse data flows across multiple systems to define integration requirements, data mappings, transformation logic, and exception handling scenarios. Facilitate stakeholder workshops with cross-functional teams including marketing, digital, operations, and IT to gather, validate, and refine requirements. Develop comprehensive documentation including business requirements documents (BRDs), functional specifications, user stories, process flows, and acceptance criteria. Identify dependencies, risks, and impacts across systems and teams to ensure smooth delivery. Work closely with developers, testers, and internal teams to ensure requirements are clearly understood, traceable, and delivered to expected quality standards. Support testing activities including UAT coordination, validation of business rules, and defect triage. Requirements Key Skills & Experience Proven experience as a Business Analyst in digital, CRM, ecommerce, or system integration environments. Strong experience in process mapping, requirements elicitation, and stakeholder management. Solid understanding of system integrations, data flows, and API-based architectures. Experience working in cross-functional teams across business and technology stakeholders. Excellent documentation, communication, and facilitation skills. Ability to work in fast-paced environments with evolving requirements.
