Job Description

We are looking for a highly experienced Senior Business Analyst with deep expertise in POS systems, CRM platforms, and Omni-channel retail environments. This role is critical in driving digital transformation initiatives, enhancing customer journeys, and optimizing retail operations across all channels.

Responsibilities:

Lead end-to-end business analysis for POS, CRM, and Omni-channel projects. Collaborate with cross-functional teams to gather, document, and validate business and technical requirements. Analyze current retail systems and processes to identify gaps and improvement opportunities. Drive the integration of POS and CRM systems with e-commerce, mobile, and in-store platforms. Translate business needs into functional specifications and user stories. Support solution design, vendor selection, and system implementation. Facilitate workshops, stakeholder interviews, and user journey mapping. Ensure alignment of technology solutions with business goals and customer experience strategies. Conduct UAT planning, execution, and training for end-users. Monitor post-implementation performance and recommend enhancements.

Experience:

10+ years of experience as a Business Analyst, with at least 5 years in a senior or lead role. Proven experience with POS systems (e.g., Oracle Retail, NCR, Lightspeed, etc.). Strong knowledge of CRM platforms (e.g., Salesforce, Microsoft Dynamics, HubSpot). Understanding of Omni-channel retail strategies and customer engagement. Experience with Agile/Scrum methodologies and tools (e.g., Jira, Confluence). Strong analytical, documentation, and stakeholder management skills. Proficiency in business process modelling and data analysis (Excel, SQL, BI tools).

Qualifications:

Bachelors degree in Business, Information Systems, or related field. CBAP, PMI-PBA, or similar Business Analysis certification. Experience with customer journey mapping and CX design. Familiarity with API integrations and middleware platforms. * Retail industry background with exposure to e-commerce and loyalty programs