Business Analyst (Mid/Senior)

Department: Project & Delivery

Reports to: Delivery Lead

Location: Thảo Điền, Ho Chi Minh City (Onsite)

About Utop

Utop Technology JSC is a leading technology company specializing in AI-powered Customer Engagement solutions, helping enterprises build stronger relationships with customers through CRM, CDP (Customer Data Platform), Loyalty Programs, and Marketing Automation.

Serving clients across Retail, FMCG, Banking, Hospitality, and other industries, Utop empowers businesses to drive customer retention, personalization, and sustainable growth through data-driven innovation. Our mission is to transform customer experiences with cutting-edge technology while fostering a collaborative, growth-oriented workplace for talented professionals.

At Utop, you will have the opportunity to work with enterprise-scale projects, modern technologies, and a passionate team dedicated to creating impactful digital solutions.

Job Purpose

The Business Analyst (BA) acts as a bridge between clients, business stakeholders, and product & delivery teams. This role gathers and analyzes business requirements, designs optimal solutions, and ensures Utop’s products (CRM, CDP, Loyalty, Marketing Automation) meet client objectives.

As a Product Consultant, the BA provides expert guidance on leveraging Utop’s platform to maximize customer engagement, retention, and business value.

Key ResponsibilitiesRequirement Analysis & Solution Design

• Conduct requirement workshops, discovery sessions, and stakeholder interviews to capture detailed business needs.
• Analyze business processes related to CRM, customer data management, loyalty programs, omnichannel campaigns, and AI-driven personalization.
• Translate requirements into clear documentation such as BRD, FRD, User Stories, Process Flow Diagrams, and Wireframes.
• Collaborate with Product Owners and R&D teams to design solutions aligned with Utop’s product capabilities and client business objectives.

Product Consulting & Client Engagement

• Deliver product demonstrations, proof-of-concepts, and user training sessions.
• Advise clients on CRM strategies, customer segmentation, customer journey design, automation workflows, and KPI tracking.
• Gather and prioritize client feedback to contribute to continuous product improvement.

Collaboration & Project Delivery

• Work closely with Project Managers, Developers, and QA Engineers to ensure accurate implementation of requirements.
• Support pre-sales activities including solution proposals, effort estimation, and RFP responses.
• Act as a liaison between client stakeholders and internal teams throughout the project lifecycle.

Data & Quality Assurance

• Validate delivered features against acceptance criteria and business expectations.
• Support testing and data validation activities related to customer data integration, segmentation, and campaign automation.
• Monitor and report solution adoption, utilization, and effectiveness after deployment.

Job RequirementsEducation & Qualifications

• Bachelor's degree in Business Administration, Information Systems, Computer Science, or a related field.
• Minimum 3 years of experience as a Business Analyst, Functional Consultant, Product Consultant, or similar role.
• Experience working with enterprise software, SaaS platforms, CRM, Loyalty, CDP, or Marketing Automation solutions is preferred.
• Experience collaborating with international clients is a strong advantage.

Skills & Competencies

• Strong analytical thinking and problem-solving skills.
• Ability to model business processes and transform requirements into practical solutions.
• Experience designing customer journeys, campaign workflows, and segmentation rules.
• Understanding of system integration concepts, data flow, APIs, and software architecture.
• Proficiency with JIRA, Confluence, Figma, Visio, or similar tools.
• Excellent stakeholder management, communication, and presentation skills.
• Strong English communication skills, both written and spoken.
• Customer-centric mindset with strong consulting and facilitation capabilities.

Preferred Knowledge & Plus Points

• Knowledge of AI/ML applications in CRM such as recommendation engines, predictive analytics, and churn prediction.
• Understanding of customer engagement metrics including Retention Rate, LTV, Engagement Rate, and Campaign ROI.
• Industry experience in Retail, FMCG, Banking, Financial Services, Hospitality, E-commerce, or Consumer Technology.
• Experience working in Agile/Scrum environments.

Why Join Utop?

• Work on impactful digital transformation projects with leading enterprises.
• Exposure to AI-powered CRM, Loyalty, CDP, and Customer Experience solutions.
• Collaborative and innovation-driven culture.
• Opportunities for professional growth and leadership development.
• Competitive compensation and benefits package.