Senior Business Analyst - Superapp

Key Responsibilities
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.
Mandatory Skills
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.
Strong knowledge of 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 the ability to drive data-driven decision-making and prioritization.
Desirable Skills
Knowledge of TM Forum Open APIs and Open Digital Architecture (ODA).
Exposure to microservices, composable digital experience platforms, MACH architecture, and API gateway ecosystems.
Understanding of React Native, Progressive Web Applications (PWA), and modern digital platform ecosystems.
Experience in telecom projects across international markets.
Exposure to digital wallets, mobile money, fintech platforms, and marketplace ecosystems.
Knowledge of personalization engines, customer value management, loyalty programs, and gamification.
Familiarity with CIAM, OAuth 2.0, OIDC, and digital security frameworks.
Understanding of digital analytics platforms, customer behavior tracking, and KPI measurement frameworks.
Exposure to AI-assisted customer journeys, conversational platforms, and intelligent digital experiences.
Product-oriented mindset with the ability to own complete customer journeys from requirement definition through production acceptance and business value realization.