Sr. Business Analyst - Superapp

Senior Business Analyst responsible for leading end-to-end digital customer journey design and implementation for a Superapp. Works with cross‑functional stakeholders to capture business requirements, translate them into functional specifications, user stories, and API contracts, and drives delivery through Agile practices.

• Lead business requirement discovery workshops with business, digital, marketing, operations, product, and technology stakeholders.
• Translate business needs into business requirements, functional specifications, epics, user stories, acceptance criteria, and process flows.
• Define and optimize end‑to‑end digital customer journeys across onboarding, account management, commerce, payments, subscriptions, customer support, loyalty, and self‑service channels.
• Perform process analysis, gap assessment, impact analysis, and requirements traceability throughout the delivery lifecycle.
• Collaborate with product, UX/UI, architecture, engineering, integration, and QA teams to deliver scalable digital experiences.
• Define functional requirements for APIs, BFF services, integrations, business rules, validations, error handling, and downstream system interactions.
• Support backlog management, sprint planning, prioritization, release planning, dependency management, and change impact assessments.
• Drive functional validation, UAT, defect triage, business acceptance, production readiness, and post‑launch analysis.
• Define analytics, digital tracking, personalization, customer engagement, cross‑sell, upsell, retention, and digital growth requirements.
• Ensure delivered solutions align with business objectives, customer experience goals, and measurable business outcomes.

• Strong business analysis and requirements management capabilities.
• Telecom domain knowledge covering digital channels, self‑care, CRM, billing, order management, provisioning, and customer lifecycle management.
• Expertise in Super Apps, digital commerce platforms, and omnichannel customer experiences.
• Proficiency in customer journey mapping, process modelling, use cases, acceptance criteria, and requirements traceability.
• Experience with Agile delivery methodologies, backlog refinement, sprint planning, and UAT management.
• Functional understanding of REST APIs, JSON, Swagger/OpenAPI, API orchestration, and Backend‑for‑Frontend (BFF) architectures.
• Experience defining integration requirements across CRM, billing, payment gateways, identity platforms, CMS, BSS/OSS, and order management systems.
• Strong stakeholder management and client‑facing communication skills.
• Experience working with Jira, Confluence, and business analysis documentation frameworks.
• Analytical problem‑solving skills with data‑driven decision‑making and prioritization.