A. RESPONSIBILITIES
- Gather, analyze, and translate business requirements into Loyalty solutions (earn, burn, tiers, rewards, benefits, personalization, gamification)
- Define business rules, customer journeys, process flows, user stories, and system integration requirements
- Collaborate with Product, Technology, Data, and Business teams to deliver Loyalty initiatives using Agile methodology
- Analyze customer engagement, retention, CLV, and loyalty performance to identify growth opportunities
*Preferred Loyalty Expertise (one or more)
Online Loyalty Growth
- Design customer segmentation, lifecycle journeys, and engagement campaigns to improve retention, CLV, CASA, and card spending
- Experience owning end-to-end growth, CRM, or customer engagement programs
Customer Engagement & Loyalty Strategy
- Design customer tiering, benefits, privileges, and loyalty schemes
- Develop earn-burn programs and engagement strategies to improve NPS, retention, and customer lifetime value
- Experience working with Priority, Affluent, SME, or customer portfolio segments is a plus
Loyalty Partnership Development
- Support the development of merchant and partner ecosystems for rewards and redemption programs
- Work with internal stakeholders and external partners to expand loyalty offerings and customer value propositions
- Experience with loyalty platforms, merchant partnerships, or rewards ecosystems is preferred
B. REQUIREMENTS
- 5+ years of experience in Business Analysis, CRM, Loyalty, Customer Engagement, Growth, or related roles
- Must have experience in Banking, Financial Services
- Strong experience in requirements gathering, business process analysis, stakeholder management, and solution design
- Experience writing BRD, FRD/SRS, User Stories, Use Cases, and process documentation
- Good understanding of CRM, customer lifecycle management, loyalty programs, customer segmentation, and engagement strategies
- Experience working with Agile/Scrum teams and cross-functional stakeholders
