Business Analyst Senior [CRM Core]

We are looking for a Business Analyst to join our CRM Core team.

CRM Core is responsible for developing the core infrastructure of our internal CRM platform, used by multiple teams across the bank to manage customer requests and operational processes. The team focuses on task creation and distribution, queue management, request routing, and reusable interface components.

In this role, you will design and improve platform-level processes, translate requirements from different stakeholders into scalable solutions, and work closely with Engineering and Product teams to deliver new CRM capabilities.

Challenges that await you:

Developing core CRM functionality, including tasks, queues, queue groups, assignment, and distribution logic

Designing end-to-end workflows for incoming customer requests, including routing, prioritization, bot involvement, transfers, and resolution

Designing reusable interface components for operational teams, including agent workflows, widgets, and shared UI elements

Defining how different teams can use CRM platform capabilities to support their operational processes

Gathering and analyzing requirements from multiple stakeholders and translating them into scalable solutions and clear functional specifications Managing feature delivery end-to-end, from requirements gathering to production release

Coordinating Engineering, QA, and cross-functional teams to ensure timely delivery

Contributing to large-scale initiatives, including redesigning core processes and developing new platform capabilities

What makes you a great fit:

5+ years of experience as a Business Analyst, Product Owner, or Product Manager

Experience in business analysis, including requirements gathering, solution design, and functional documentation

Experience designing complex end-to-end processes or platform-level functionality

Product thinking and ability to translate business needs into scalable platform solutions

Understanding of microservices, integrations, synchronous and asynchronous flows, routing logic, and high-load systems

Experience delivering medium- to large-scale projects from requirements to release Ability to work with multiple stakeholders, align requirements, and manage competing priorities

Basic project management skills, including coordinating teams, timelines, and scope

B2 or higher English level for effective communication with an international team

Our ways of working:

Innovative Spirit: A commitment to creativity and groundbreaking solutions

Honest Feedback: valuing open, transparent communication

Supportive Team: a strong, collaborative community

Celebrating Achievements: recognizing our wins together

High-Tech Environment: a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances

Our benefits:

Relocation support to one of our hubs — Serbia, Cyprus or Mexico— with assistance for the employee and their family

Flexible work from our office

Healthcare Coverage

Education Budget: Language lessons, professional training and certifications

Wellness Budget: Mental health and fitness activity reimbursements

Vacation Policy: Annual leave and paid sick leave as per applicable policies