customer engagement analyst

Mastercard

<div>Our Purpose
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we&rsquo;re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.
Title and Summary
Senior Customer Experience and Engagement Analyst
This Customer Experience and Egnagement role will be focused on supporting Brighterion's customers utilizing our Aquiring Fraud solutions. The role will primarily be focused on working with existing and potential external customers to drive adoption, engagement, and satisfaction with the Brighterion services provided through existing partners and direct deployments. The role will be primarily focused on supporting the MEA region. 
 
Role 
<ul><li>Drive additional adoption of Brighterion services through existing and new channels</li><li>Manage new potential customers/relationships</li><li>Upsell additional services and opportunities to existing Brighterion customers</li><li>Participates in customer implementation and status meetings</li><li>Ensure continued satisfaction of existing customers, including proactive monitor of customers</li><li>Coordinate between Brighterion Implementation, Brighterion Product, and MPGS internal teams.</li></ul> 
All About You 
Essential Knowledge, Skills, and Experience: 
<ul><li>Bachelors in Computer Science or related field</li><li>Experience working in payments</li><li>Experience working with fraud and/or fraud solutions</li><li>Good communication skills</li><li>Must be detail oriented and have the ability to document all tasks</li><li>Ability to meet multiple deadlines in a dynamic work environment</li><li>Experience interacting with customers and asking effective, forward thinking questions</li></ul> 
Desired Knowledge, Skills, and Experience: 
<ul><li>General understanding of technical deployments and fraud software</li><li>Ability to support customers in their local dialect</li></ul>
Corporate Security Responsibility 
All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:<ul><li>
Abide by Mastercard&rsquo;s security policies and practices;</li><li>
Ensure the confidentiality and integrity of the information being accessed;</li><li>
Report any suspected information security violation or breach, and</li><li>
Complete all periodic mandatory security trainings in accordance with Mastercard&rsquo;s guidelines.</li></ul></div>

Senior Customer Experience and Engagement Analyst

Velosio

<div>About the position::
<div>
Velosio is looking for a Business Analyst to be an integral member of the Customer Engagement/Apps &amp; Automate team.</div><div></div><div> 
We are seeking a Business Analyst (BA) to join our Customer Engagement (CE) and Apps &amp; Automate practice. This role is critical to assuring delivery quality, reducing project risk, and ensuring successful outcomes across Dynamics 365 and Power Platform implementations.</div><div></div><div> 
The BA will play a foundational role in Analysis &amp; Design (A&amp;D) and throughout delivery by translating business needs into clear, structured, and build-ready requirements and backlog artifacts. This role directly addresses key delivery challenges related to scope clarity, client expectations, and change management.</div>
Who we are::

At Velosio, we focus on what matters most - our people. We are a values-driven organization committed to delivering an outstanding employee experience to all our team members.
Velosio&rsquo;s years of experience with business applications translate to a deep bench of tenured team members with competency across enterprise resource management (ERP), customer relationship management (CRM), and cloud services.
We have earned recognition from Microsoft as a top 1% performing partner worldwide and an emerging NetSuite leader. We have strategic independent software vendor (ISV) partnerships and a portfolio of solution and service offerings to accelerate what&rsquo;s next for business.
Our mission is to enable clients to realize business value faster, simplify the process of deploying technology, acquire deeper data-driven insights, and explore ongoing innovation to drive business forward. We support the entire Microsoft Dynamics portfolio, Office 365 family and Azure services. Velosio is the only Microsoft Cloud Distributor that specializes in Dynamics 365 and is a prominent Microsoft Master VAR. Headquartered in Atlanta, Georgia, Velosio&rsquo;s 400 employees serve over 4,000 clients.
Beyond our expertise, as a Velosio team member, you can leverage the Velosio award winning culture - a network of top-notch peers, day-to-day flexibility, career development resources and the largest incentive opportunities in the industry.
Your day might look like::
<h3 class="jobSectionHeader">Requirements &amp; Analysis</h3><ul><li>
Lead requirements gathering sessions with clients and internal stakeholders</li><li>
Work with Lead Functional Consultants to translate business needs into clear, structured functional requirements</li><li>
Develop:<ul><li>
Business process flows</li><li>
Detailed use cases</li><li>
User stories with acceptance criteria</li></ul></li><li>
Ensure all requirements are complete, testable, and traceable</li></ul><h3 class="jobSectionHeader">
A&amp;D Phase Leadership</h3><ul><li>
Serve as a core contributor during Analysis &amp; Design (A&amp;D)</li><li>
Produce build-ready backlog aligned to approved scope</li><li>
Partner with Lead Functional Consultants and Solution Architects to:<ul><li>
Validate solution design</li><li>
Ensure feasibility and alignment to requirements</li></ul></li><li>
Drive requirements sign-off and traceability</li></ul><h3 class="jobSectionHeader">
Backlog Ownership &amp; Quality Control</h3><ul><li>
Own and maintain the functional backlog throughout delivery</li><li>
Ensure all backlog items:<ul><li>
Tie directly to approved requirements</li><li>
Include clear acceptance criteria</li><li>
Are ready for development without ambiguity</li></ul></li><li>
Review and approve backlog items prior to build</li></ul><h3 class="jobSectionHeader">
Testing &amp; Validation</h3><ul><li>
Perform unit testing and functional validation of developed solutions</li><li>
Ensure delivered functionality aligns with:<ul><li>
Documented requirements</li><li>
Defined use cases</li><li>
Acceptance criteria</li></ul></li><li>
Support UAT preparation and issue triage</li></ul><h3 class="jobSectionHeader">
Change Orders &amp; New Scope Definition</h3><ul><li>
Lead requirements definition for:<ul><li>
Change orders (COs)</li><li>
Work orders (WOs)</li></ul></li><li>
Ensure new scope is:<ul><li>
Clearly defined and documented</li><li>
Estimated accurately</li><li>
Approved before build begins</li></ul></li></ul><h3 class="jobSectionHeader">
Cross-Functional Collaboration</h3><ul><li>
Work closely with:<ul><li>
Functional Consultants</li><li>
Technical Consultants / Developers</li><li>
Project Managers</li><li>
Practice Leadership</li></ul></li><li>
Act as the bridge between business stakeholders and delivery teams</li></ul>
What you'll bring::
<div>
Required:</div><ul><li>
3&ndash;7+ years of experience as a Business Analyst in consulting or technology delivery</li><li>
Experience with:<ul><li>
Dynamics 365 CE (Sales, Customer Service, Field Service) and</li><li>
Microsoft Power Platform (Power Apps, Power Automate, Dataverse)</li></ul></li><li>
Strong experience in:<ul><li>
Requirements gathering</li><li>
User story creation</li><li>
Backlog management (Azure DevOps or similar)</li></ul></li><li>
Proven ability to create clear, structured, and actionable documentation</li></ul><h3 class="jobSectionHeader">
Preferred:</h3><ul><li>
Experience working in consulting/professional services environments</li><li>
Familiarity with Agile / Scrum delivery methodologies</li><li>
Exposure to AI/Copilot or modern Power Platform capabilities</li><li>
Experience supporting A&amp;D or discovery phases of implementations</li><li>
Excellent analytical and problem-solving abilities</li><li>
Strong organizational and multi-tasking skills</li><li>
Time management skills with the ability to meet deadlines</li><li>
Exceptional verbal, written, and presentation skills</li><li>
Ability to work effectively both independently and as part of a team</li></ul> 
<div></div>
Some reasons you might like working with us::

At Velosio, YOU MATTER.<div>
Due to our ongoing commitment to delivering an exemplary employee experience, Velosio has been recognized by Comparably in multiple categories &ndash; including Best Company Culture (2021-2024), Best Company Outlook (2022-2025), Best Company for Career Growth and Best Leadership Teams (2022-2025).
</div>Access the following link to see why:<ul><li>
100% of current Velosio team members feel the company is invested in their career growth</li><li>
99% feel their manager cares about them as a person</li><li>
99% look forward to interacting with their coworkers every day</li></ul>
https://www.comparably.com/companies/velosio<div>
At Velosio, YOUR WELLNESS MATTERS.</div>
We know one size doesn't fit all, which is why we offer a comprehensive benefits package that allows our team members to create a personalized plan best suited for their unique needs, including:<ul><li>
3 Medical Insurance options with a company contribution to HSA</li><li>
3 Dental Insurance options including adult orthodontics</li><li>
3 Vision Insurance options</li><li>
Unlimited PTO (UPTO)
</li><li>Remote working environment</li><li>
401k Match 50% of the first 6%</li><li>
StayWell Program &ndash; a cash reimbursement up to $600 a year toward Wellness</li></ul>
EEO Statement:
Velosio is proud to be an Equal Employment Opportunity and Affirmative Action employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
If you need assistance or accommodation with the application process due to a disability, you may contact us at recruiting@velosio.com or you may call us at (888) 725-2555.</div>

Business Analyst Customer Engagement & Power Platform

Workwear Outfitters

<div>Workwear Outfitters has a strong legacy of building innovative and authentic market-right products and is a leading supplier of work apparel and footwear for diverse occupations in industries such as automotive, manufacturing, oil and gas, utilities, government, food services, telecommunications, hospitality, and many more. Workwear Outfitters is based in Nashville, Tennessee with over $800 million in sales and we employ more than 5,800 people in facilities spanning the globe.
Brands under the Workwear Outfitters umbrella include Red Kap&reg;, Bulwark&reg;, Image Authority&reg;, Kodiak&reg;, Terra&reg;, Liberty &reg;, Work Authority&reg;, Workrite&reg; Fire Service, Chef Designs&reg;, and Horace Small&reg;. Workwear Outfitters is also the exclusive licensee for Dickies&reg; apparel in the B2B channel.
Our Purpose: &ldquo;We champion and empower workers who make our world work better&rdquo;
Major benefits include medical, vision and dental, Life and Disability coverage.
Other benefits included: 401K, Tuition reimbursement, Employee Assistance Program, Flexible Spending Accounts, and many others.
What You Will Do as a CRM Analyst: The CRM Analyst role is responsible for the WWOF Customer Relationship Management (CRM) system, acting as a strategic partner with internal stakeholders to help produce solutions to drive revenue, increase overall efficiencies, drive data integrity through processes/routines and help solve business problems.
How You Will Make a Difference:
<ul><li>Serve as a senior-level system administrator for the Salesforce Lightning environment managing fields/objects, record types, data validation, content/visuals, integrations (both internal and external), and other features as needed.
</li><li>Lead continuous analysis of Salesforce.com platform features, releases, upgrades, and best practices that align with organizational vision and strategy and that achieve the greatest business impact.
</li><li>Maintain proper documentation of processes, policies, and configurations (including functional and technical designs) made to the system in accordance with ISO requirements and in preparation for releases and upgrades.
</li><li>Interpret communications between technical process, business stakeholders, and users.
</li><li>Develop and execute comprehensive Salesforce CRM training for sales teams and end users, including creating materials, leading sessions, and supporting ongoing adoption and best practices.
</li><li>Build and maintain reports/dashboards that monitor sales activity, revenue, and opportunity pipeline.
</li><li>Create materials (trainings, resources, videos, etc.), supporting user adoption and best practices to socialize key learnings for broader enablement.
</li><li>Work with WWOF&rsquo;s SFDF team and stakeholders to establish suitable processes to support administrative, development, and change management activities.
</li><li>Qualify and evaluate vendors and applications to present business use cases for system improvement and implementation.
</li><li>Engage with brand managers, merchandisers, marketing, and other departments to define and document development requirements and identify modifications to impact business processes.
</li></ul>Skills for Success:
<ul><li>Bachelor&rsquo;s degree and 3-5 years of experience; or relevant experience
</li></ul><ul><li>Current Salesforce Certified and Certified Advance Administrator Certifications required
</li></ul><ul><li>Salesforce Certified Platform App Builder and Salesforce Certified Business Analyst preferred
</li></ul><ul><li>Experience in sales with an understanding of different sales methodologies, sales cycles, and customer journeys in a multi-branded organization.
</li></ul><ul><li>Hands on experience &amp; functional understanding of core Salesforce features including, custom objects, page layouts, profiles, permissions, approval processes, and automation plus and understanding of the relationship between core platform and other Salesforce clouds.
</li></ul><ul><li>Proven experience training sales teams and users on Salesforce, including developing training materials, delivering in-person and virtual sessions, and driving user adoption and best practices.
</li></ul><ul><li>Strong presentation, communication (written and verbal), and interpersonal skills
</li></ul><ul><li>A team player with a positive and flexible attitude
</li></ul><ul><li>Problem solving skills to support business outcomes
</li></ul><ul><li>High energy level. Self- starter; willing to take initiative.
</li></ul><ul><li>Passionate about technology and solving web-focused problems.</li></ul></div>

CRM Analyst (Remote)

Human Capital Group

<ul><li>Collect, cleanse, validate, and integrate data from multiple sources (CRM, surveys, IoT, and operational systems).</li><li>Analyze customer engagement data to identify trends, patterns, correlations, and root causes.</li><li>Translate complex data into clear, actionable insights to support decision-making.</li><li>Conduct deep-dive analyses on customer satisfaction, complaints, service efficiency, and engagement performance.</li><li>Support predictive and trend analysis to anticipate customer needs and improve service delivery.</li><li>Develop, maintain, and enhance dashboards covering key metrics (CSAT, NPS, SRs, SLA, conversion, retention).</li><li>Design and manage interactive dashboards using tools such as Power BI or Tableau.</li><li>Present data in a clear, intuitive, and decision-oriented format for different stakeholders.</li><li>Produce accurate and timely weekly, monthly, and executive-level reports.</li><li>Automate recurring reports and improve reporting efficiency.</li><li>Monitor and analyze customer feedback across multiple channels (surveys, complaints, call center, digital platforms).</li><li>Track response rates and recommend improvements to data quality, participation, and customer experience.</li><li>Collaborate with cross-functional teams to ensure data accuracy, consistency, and integration across systems.</li><li>Define, track, and report on KPIs, including SLA compliance and performance of engagement initiatives.</li><li>Identify opportunities for automation and continuous improvement, and support implementation of new tools (e.g., Genesys Cloud) while promoting a data-driven culture.</li><li>Perform any other duties and responsibilities assigned by the Line Manager or Management, in line with organizational priorities and business requirements.</li></ul>Experience:<ul><li>3&ndash;5 years of experience in data analysis, preferably within customer experience, real estate, or mixed-use developments.</li><li>Experience working with customer data, surveys, and operational KPIs.</li><li>Experience in Customer Engagement / Customer Experience (CX) analytics</li><li>Exposure to Smart City, IoT, or PropTech environments</li><li>Knowledge of customer journey mapping and behavioral analytics</li></ul>Job Type: PermanentPay: QAR5,000.00 - QAR6,000.00 per monthApplication Question(s):<ul><li>What is your Notice Period?</li><li>Current Salary?</li></ul>Work Location: In person

Customer Engagement Executive

Snoonu

<div>
 
 🚀 Welcome to Your Next Adventure!
 
 
 
 We&rsquo;re seeking a Customer Experience Analytics Manager who will lead investigations into customer pain points, retention barriers, and behavior patterns. This role is essential to uncovering what drives customer churn, identifying root causes of negative experiences, and delivering data-backed insights that help Snoonu grow and retain its user base.
 
 
 You&rsquo;ll partner across teams to inform strategic decisions, power automated solutions, and create dashboards and reports that tell a compelling story behind the data. If you have a passion for customer behavior, analytical storytelling, and translating insights into impact &mdash; we&rsquo;d love to hear from you.
 
 
 
 🛠 What You&rsquo;ll Get Your Hands On
 
 
 
 <ul>
 <li>
 Own the analytics agenda for the Customer Experience organization, identifying key opportunities to improve customer satisfaction, operational efficiency, and marketplace health.
 </li>
 <li>
 Translate complex data into clear insights that inform strategic decisions across Product, Operations, and Support.
 </li>
 <li>
 Use structured analysis to investigate customer experience issues across the marketplace (customers, riders, and merchants).
 </li>
 <li>
 Identify root causes behind key metrics such as cancellations, support contacts, service defects, or churn.
 </li>
 <li>
 Build scalable reporting, dashboards, and analytical frameworks that enable teams to monitor CX performance and act quickly on emerging trends.
 </li>
 <li>
 Develop clear success metrics and measurement frameworks for CX initiatives.
 </li>
 <li>
 Partner with Product and Operations teams to design experiments (A/B tests, pilots, policy changes) that validate hypotheses and measure impact.
 </li>
 <li>
 Evaluate experiment results and translate them into actionable recommendations.
 </li>
 <li>
 Act as a strategic thought partner to Product, Engineering, Operations, and Support teams.
 </li>
 <li>
 Ensure insights translate into real operational or product improvements.
 </li>
 <li>
 Lead and mentor analysts within the CX Analytics team while building scalable analytics frameworks, playbooks, and reporting standards that enable faster problem-solving across the organization.
 </li>
 <li>
 Support broader CX initiatives such as retention improvement, churn reduction, journey redesign, and service quality optimization.
 
 
 </li>
 </ul>
 
 🧙&zwj;&male;️ The Magic You Bring
 
 
 
 <ul>
 <li>
 6+ years of experience in analytics, strategy, consulting, or data-driven operational roles within technology companies, marketplaces, or high-growth environments.
 </li>
 <li>
 Strong ability to take ambiguous business problems and structure them into clear analytical approaches and actionable insights.
 </li>
 <li>
 Demonstrated experience using data to influence product, operational, or strategic decisions and drive measurable business outcomes.
 </li>
 <li>
 Proven track record of leading cross-functional initiatives from insight to implementation.
 </li>
 <li>
 Experience designing and analyzing experiments (A/B testing, pilots, policy changes) to validate hypotheses and measure impact.
 </li>
 <li>
 Strong proficiency with data analysis tools such as SQL, Excel, or BI platforms to explore large datasets and build analytical frameworks.
 </li>
 <li>
 Ability to communicate complex analytical findings clearly to both technical and non-technical stakeholders.
 </li>
 <li>
 Experience collaborating closely with Product, Engineering, Operations, and Business teams in a fast-paced environment.
 </li>
 <li>
 A strong ownership mindset and bias toward turning insights into tangible improvements for customers and the business.
 </li>
 <li>
 Experience mentoring analysts or contributing to the development of analytics capabilities within a team.
 
 
 </li>
 </ul>
 
 ✨ Bonus Points If You Have
 
 
 
 <ul>
 <li>
 Experience working in delivery, logistics, marketplaces, or gig-economy platforms.
 </li>
 <li>
 Experience analyzing customer behavior, churn, retention, or marketplace performance.
 </li>
 <li>
 Familiarity with experimentation frameworks and statistical methods such as hypothesis testing or causal analysis.
 
 
 </li>
 </ul>
 
 Inside Snoonu&rsquo;s Universe
 
 
 
 Snoonu is Qatar&rsquo;s homegrown Super App, reinventing daily life with blazing-fast delivery, ride-hailing, and shopping - all in one place. Powered by tech, driven by a global team, and obsessed with making life easier.
 
 
 
 The Dream We&rsquo;re Chasing
 
 
 
 To be the first Qatari Super App that propels the region and its community through innovation and technology. We envision a global expansion where what we do surpasses norms and limitations every time.
 
 
 
 The Quest We&rsquo;re On
 
 
 
 To radically transform how people live by leveraging technology to connect them with endless possibilities.
 
 
 
 Our Everyday Superpowers
 
 
 
 
 👥 Be Customer Obsessed:
 
 &ldquo;Focus on the customer and all else will follow.&rdquo;
 
 
 
 💪 Act with Integrity:
 
 &ldquo;We are honest, ethical, and trustworthy in everything we do.&rdquo;
 
 
 
 🧪 Be Curious and Creative:
 
 &ldquo;We constantly innovate and create solutions to bring a lasting positive impact.&rdquo;
 
 
 🏅
 
 Lead by Example and Take Ownership:
 
 &ldquo;Be the change you want to see and take ownership.&rdquo;
 
 
 
 🚀 Work Smart and Deliver Results:
 
 &ldquo;You can do more by doing less, better, and faster.&rdquo;
 
 
 
 👨&zwj;💼 It's All About People:
 
 &ldquo;Be a team player; together we are stronger.&rdquo;
 
 
 
 Perks &amp; Worklife Magic At Snoonu
 
 
 
 
 🌐 Remote &amp; Global Vibes &ndash;
 
 Collaborate with a worldwide crew.
 
 
 
 🧠 Brain Boosters &ndash;
 
 Learning budgets, access to courses, and tools for your growth.
 
 
 
 🚒 Builder&rsquo;s Playground &ndash;
 
 Own your tasks, own your path! We&rsquo;re big on autonomy.
 
 
 
 📦 Shared Success &ndash;
 
 We offer equity because we build this together.
 
 
 
 🌺 Flexible Time Off &ndash;
 
 We take recharging seriously. Generous leave and wellness policies.
 
 
 
 🛠️ Agile Everything &ndash;
 
 Scrum isn&rsquo;t a buzzword here. It&rsquo;s how we roll, from product to ops.
 
 
 
 Beyond the Code: Giving Back Matters
 
 
 
 We don&rsquo;t just build an app. We&rsquo;re committed to doing business sustainably and giving back to the community that fuels us. From eco-conscious practices to CSR projects, we&rsquo;re always finding ways to do better&mdash;and we invite you to be a part of that mission.
 
 
 
 Diversity Isn&rsquo;t Just a Buzzword
 
 
 
 At Snoonu, fairness and inclusion are the foundation of everything we do. We&rsquo;re proud to be an equal opportunity workplace that welcomes people from every walk of life. Be bold. Be you. Thrive here.
 
 
 
 Let&rsquo;s Build the Future Together
 
 
 
 Apply now to join a tech team where your code sparks change, your voice is heard, and your growth is guaranteed. Let&rsquo;s make some tech magic together.
 
 
 Stay in the loop&mdash;connect with us on LinkedIn!
</div>

Customer Experience Analytics Manager

BillGO, Inc.

<div>Business Analyst &ndash; Customer Management
BillGO is seeking a Business Data Analyst, Customer Management to drive insights and optimization across the lifecycle of existing BGX customers. This role will focus on activation, engagement, utilization, and retention, helping maximize customer value and long-term growth.
You&rsquo;ll partner closely with BillGO Exchange leadership, customer experience, product, and growth teams to understand customer behavior, identify opportunities to improve the customer experience, and deliver insights that increase retention and lifetime value. This role plays a key part in ensuring BillGO not only acquires customers&mdash;but keeps and grows them effectively.
 Why This Role Matters
This role is essential to BillGO&rsquo;s long-term success because retaining and growing existing customers is as critical as acquiring new ones. By providing clear insights into customer behavior and lifecycle performance, this role enables the organization to improve engagement, reduce churn, and maximize lifetime value.
Without this role, opportunities to deepen customer relationships and optimize the experience may go unnoticed. With it, BillGO can make smarter, more targeted decisions that strengthen retention, improve satisfaction, and drive sustainable growth.
 What You&rsquo;ll Do
Customer Lifecycle Analytics
<ul><li>Analyze the end-to-end customer lifecycle (onboarding activation engagement retention).
</li><li>Identify key drivers of activation, adoption, and churn.
</li><li>Monitor customer behavior and usage patterns across the platform.
</li></ul>Retention &amp; Engagement Optimization
<ul><li>Deliver insights to improve customer retention, utilization, and frequency of use.
</li><li>Partner with product and customer teams to identify friction points and opportunities in the user experience.
</li><li>Support strategies to increase customer lifetime value (LTV).
</li></ul>Customer Segmentation &amp; Insights
<ul><li>Develop and maintain customer segmentation frameworks (behavioral, cohort-based, value-based).
</li><li>Identify high-value and at-risk customer segments and recommend targeted actions.
</li><li>Conduct cohort and longitudinal analyses to understand customer trends over time.
</li></ul>Dashboards &amp; Reporting
<ul><li>Build and maintain dashboards and reporting frameworks across the customer management value chain.
</li><li>Ensure stakeholders have clear visibility into key metrics (activation rates, retention, engagement, churn).
</li><li>Standardize definitions and metrics across teams.
</li></ul>Cross-Functional Collaboration
<ul><li>Partner with product, customer success, and growth teams to align on KPIs and priorities.
</li><li>Work with data engineering to ensure accurate tracking and data availability.
</li><li>Communicate insights and recommendations clearly to both technical and business audiences.
</li></ul> What You Bring
<ul><li>Strong analytical and problem-solving skills
</li><li>5+ years of experience in data analytics, preferably in product, customer, or lifecycle analytics
</li><li>Strong proficiency with data analysis tools and experience working with large datasets
</li><li>Strong understanding of customer lifecycle metrics (activation, retention, churn, engagement)
</li><li>Experience with cohort analysis and segmentation
</li><li>Ability to leverage AI tools (e.g., Claude, ChatGPT) as a force multiplier to improve speed, quality, and impact of work.
</li></ul>Preferred
<ul><li>Experience in fintech, payments, banking, or lending
</li><li>Experience with customer experience mapping
</li><li>Experience with process engineering frameworks (LEAN, Six Sigma, etc.)
</li></ul> Compensation
We offer a competitive compensation package, including:
<ul><li>Base salary $89,500 - $127,000</li><li>
Performance incentive
</li><li>Equity opportunities
</li><li>Comprehensive health, retirement, and lifestyle benefits
</li></ul>This role is about more than compensation, it&rsquo;s about the opportunity to transform how small businesses thrive in the digital economy.</div>

Business Analyst - Customer Management

Torry Harris Integration Solutions

<div>
 
 
 Designation: Business Analyst
 
 
 
 
 Location: Saudi Arabia (Riyadh)
 
 
 
 
 
 
 
 
 Role Purpose
 
 
 
 
 The Business Analyst (BA) will play a critical role in enabling enterprise modernization and digital transformation initiatives. The role focuses on studying existing customer journeys, business processes, applications, infrastructure, and IT systems, and translating business priorities into a structured modernization roadmap. The BA will act as a bridge between business stakeholders and IT leadership, ensuring alignment with strategic drivers, regulatory needs, and operational pain points.
 
 
 The BA will act as a
 
 bridge between business, operations, compliance, and technology
 
 , ensuring that digital initiatives are
 
 business-led, value-driven, and aligned with Saudi regulatory and Vision 2030 objectives
 
 .
 
 
 
 
 
 
 
 Key Objectives
 
 
 
 <ul>
 <li>
 Analyze current-state customer journeys, business processes, and IT systems
 </li>
 <li>
 Identify pain points, inefficiencies, and technology constraints
 </li>
 <li>
 Define future-state journeys and capabilities aligned with business strategy
 </li>
 <li>
 Develop a prioritized, business-driven modernization and digital transformation roadmap.
 </li>
 </ul>
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 
 Business &amp; Customer Journey Analysis
 
 
 <ul>
 <li>
 Conduct detailed analysis of customer journeys across digital and non-digital channels
 </li>
 <li>
 Document current-state (&ldquo;as-is&rdquo;) and future-state (&ldquo;to-be&rdquo;) customer journeys
 </li>
 <li>
 Identify friction points related to performance, availability, usability, and data access
 </li>
 <li>
 Align customer journey improvements with business outcomes such as efficiency, scalability, and customer experience
 </li>
 </ul>
 
 
 Process &amp; Capability Assessment
 
 
 <ul>
 <li>
 Analyze end-to-end business processes supporting portfolio management, trading, client relationship management, and digital engagement
 </li>
 <li>
 Identify process gaps caused by system limitations, manual workarounds, or lack of integration
 </li>
 <li>
 Define required business and IT capabilities to support future operating models
 </li>
 </ul>
 
 
 Digital &amp; Modernization Roadmap
 
 
 <ul>
 <li>
 Define a phased modernization roadmap aligned to:
 </li>
 <li>
 Business priorities and strategic initiatives
 </li>
 <li>
 Performance and scalability improvement
 </li>
 <li>
 Governance and analytics enablement
 </li>
 <li>
 Support prioritization based on business value, risk, complexity, and dependency analysis
 </li>
 </ul>
 
 
 Stakeholder Engagement &amp; Alignment
 
 
 <ul>
 <li>
 Work closely with business stakeholders, operations teams, and IT leadership
 </li>
 <li>
 Facilitate workshops, interviews, and working sessions to capture requirements and priorities
 </li>
 <li>
 Translate business needs into clear, actionable requirements and transformation themes
 </li>
 <li>
 Ensure alignment between strategic drivers, regulatory needs, and technology initiatives
 </li>
 </ul>
 
 
 
 
 
 
 Key Deliverables
 
 
 
 <ul>
 <li>
 Customer Journey Maps (As-Is and To-Be)
 </li>
 <li>
 Business Process Models and Capability Maps
 </li>
 <li>
 Pain Point and Gap Analysis Reports
 </li>
 <li>
 Business-Aligned Modernization &amp; Digital Transformation Roadmap
 </li>
 <li>
 High-level requirements and initiative definitions for downstream delivery teams
 </li>
 </ul>
 
 
 
 
 
 
 Required Skills &amp; Experience
 
 
 
 
 
 
 Core Skills
 
 
 
 <ul>
 <li>
 Strong experience as a Business Analyst in digital transformation or IT modernization initiatives
 </li>
 <li>
 Proven ability to map customer journeys, business processes, and IT landscapes
 </li>
 <li>
 Experience working with senior business stakeholders and IT leaders
 </li>
 <li>
 Strong analytical, facilitation, and documentation skills
 </li>
 </ul>
 
 
 
 
 
 
 Soft Skills
 
 
 
 <ul>
 <li>
 Strong communication and stakeholder management capabilities
 </li>
 <li>
 Ability to operate in ambiguous environments and structure complex problems
 </li>
 <li>
 Business-first mindset with strong technology appreciation
 </li>
 <li>
 Collaborative, facilitative, and outcome-oriented approach
 </li>
 </ul>
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Business Analyst

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