Senior Business Analyst (Retail, Mobile App, Loyalty)

Key Responsibilities:

• Collect, analyze, and document business requirements from stakeholders and customers.
• Identify areas for process improvement, especially within customer support operations, and design effective workflows.
• Create comprehensive documentation such as BRDs, FSDs, User Stories, and Process Maps.
• Communicate requirements clearly to both technical teams and business stakeholders.
• Act as a liaison between customer support teams, project stakeholders, and technical developers.
• Support data analysis efforts, including data cleaning, manipulation, and deriving actionable insights.
• Participate in and support testing and quality assurance activities.
• Monitor project progress, troubleshoot issues, prepare reports, and recommend improvements.
• Provide mentorship and guidance to junior business analysts.
• Contribute to ongoing improvements in business analysis practices and tools.

Requirements:

• Bachelor's degree in Business, IT, or a related field; MBA preferred.
• Minimum of 3 years of experience in Business Analysis, Systems Analysis, or Quality Assurance.
• Strong documentation skills, including experience preparing BRDs, FRDs, and process flows.
• Excellent verbal and written communication skills, with the ability to engage stakeholders at all levels.
• Experience working with international clients and cross-functional teams.
• Proficiency in Microsoft Excel, including pivot tables, data validation, conditional formatting, and charts.
• Experience in data analysis and visualization using tools such as Excel, Power BI, or Tableau.
• Understanding of process documentation and business process mapping.
• Detail-oriented, analytical, and highly inquisitive mindset.