Senior Analyst - Digital Customer Experience

Transguard Workforce Solutions is the UAE’s leading provider of unique and innovative HR solutions. With a decade of experience in the region and a team that possesses extensive knowledge of the market, we provide a fully integrated HR solution.

We are currently recruiting for an Analyst - Digital Customer Experience for our client to be based out of their Dubai office.

Job Purpose :

The Business Analyst – Digital Customer Experience plays a vital role in shaping and delivering digital initiatives that improve the end-toend guest journey. This role bridges the gap between business needs, customer expectations and technology solutions by gathering and analysing requirements, identifying process improvements and supporting the successful delivery of our digital products and services. Working closely with Product Owners, UX designers, developers and key stakeholders, the Business Analyst ensures that digital solutions are user-centred, strategically aligned and operationally viable.

Job Responsibilities :

• Collaborate with product owners, stakeholders and users to gather business and functional requirements.

• Conduct discovery sessions, workshops and interviews to understand user needs and pain points. • Elicit, analyze, and document functional and non-functional requirements

• Translate insights into user stories, acceptance criteria and process flows.

• Validate requirements against business objectives and customer experience principles.

• Collaborate with digital, product, data, and technical teams to shape solution designs

• Participate in design workshops, prototyping sessions, and backlog grooming

• Document current (“as-is”) and target (“to-be”) business processes using standard tools

• Identify opportunities for digital enablement, process automation, or data-driven improvements

• Support digital product teams in backlog prioritisation, sprint planning and refinement.

• Clarify requirements for designers and developers throughout the delivery lifecycle.

• Help prioritise features based on business value, technical complexity and user need.

• Ensure traceability of requirements and manage scope alignment across the project lifecycle

• Support User Acceptance Testing (UAT) by defining test cases and validating outcome

• Map current and future state customer journeys across digital channels.

• Identify gaps, inefficiencies or opportunities to enhance the digital guest experience.

• Work with UX designers to ensure solutions align with user expectations and accessibility standards.

• Advocate for human-centered design and consistency across touchpoints (e.g. app, web, kiosk).

Requirements:

• Minimum 5 years of relevant experience.
• Expertise with DXP platforms, Headless CMS & Microservices Architecture, Omnichannel Architecture, CRM, web technologies, app frameworks, CDP and personalization engines, eCommerce, loyalty platforms Experience in Agile methodologies
• Core Activities Experience: Business Analyst, Digital, Transformation, Solution Design, Process Mapping Communication.