BA CRM

Required Skills & Experience

· 5–8 years of experience as a Business Analyst in the Banking domain

· Strong understanding of CRM system, customer 360, customer servicing journeys, workflows, sale and campaign modules.

· Ability to understand surround systems of the bank and integration approach with CRM.

· Solid technical knowledge in SQL / Database concepts, Data mapping & transformation

· Experience writing BRDs, FSDs, user stories, acceptance criteria, and process flows.

· Strong experience in UAT coordination, test case preparation, and defect lifecycle management.

· Hands-on experience working with Agile/Scrum methodologies (Jira / Azure DevOps).

Nice to Have

· Experience with MS Dynamics 365, MS Power Platform.

· Experience in performance testing, user training, and SOP preparation.

· Certifications: CBAP, Scrum Master/Product Owner, CRM certifications.

Key Competencies

· Analytical thinking and problem-solving

· Attention to detail

· Excellent communication & documentation skills

· Ability to work with cross-functional teams

· Stakeholder management and negotiation skills