Job Description:

Job Title: Senior Business Analyst – CRM/CX Solutions Implementation

Location: Riyadh, Saudi Arabia

Job Type: Full-Time

Industry: Information Technology / Digital Transformation / Consulting

Joining date : 25 June 2025

Language : Arabic

Job Summary:

We are seeking an experienced Senior Business Analyst with a strong background in CRM and Customer Experience (CX) solutions implementation to join our team in Riyadh. The ideal candidate will play a key role in bridging business needs and technology solutions, ensuring the successful deployment and optimization of CRM/CX platforms that drive customer engagement and business performance.

Key Responsibilities:

•       Collaborate with business stakeholders to gather, document, and analyze CRM/CX requirements.
•        Translate business needs into functional specifications and user stories.
•        Lead and support end-to-end CRM/CX solution implementation projects (e.g., Salesforce, Microsoft Dynamics, Oracle CX, SAP C/4HANA).
•        Work with technical teams to ensure alignment between business requirements and system capabilities.
•        Facilitate workshops, meetings, and presentations to engage stakeholders and align goals.
•        Oversee user acceptance testing (UAT), training, and change management efforts.
•        Identify gaps, propose improvements, and ensure solutions align with best practices in customer experience.
•        Monitor project timelines and deliverables to ensure successful completion.

Qualification & Experience:

•     Bachelor's degree in Business Administration, Information Systems, or a related field; Master’s degree is a plus.
•    Minimum 5–7 years of experience as a Business Analyst, with at least 3 years focused on CRM/CX solution implementations.
•     Hands-on experience with leading CRM/CX platforms (e.g., Salesforce, Microsoft Dynamics 365, Oracle CX).
•      Strong understanding of customer journey mapping, sales/service processes, and digital experience strategies.
•      Excellent analytical, problem-solving, and communication skills.
•      Fluent in English; Arabic proficiency is a plus.

Preferred :

•      Relevant certifications (e.g., CBAP, Salesforce Administrator, Dynamics 365 Functional Consultant).
•      Experience in Agile/Scrum methodologies.
•      Previous experience in the GCC or MENA region.