AREEN SAHAWNEH
Amman,Jordan
Summary
Business Analyst with over 10 years of experience in the financial services industry, combining deep frontline customer insight with hands-
on digital product ownership. Specializing in customer onboarding journeys, experience optimization, and requirements analysis, with a strong focus on delivering intuitive, high-impact banking solutions. Proven track record of translating business needs into technical deliverables across Agile environments. Key contributor to the launch and success of the Qawn app, and currently driving digital initiatives as a Senior Associate Business Analyst at Housing Bank.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Associate Business Analyst
Housing Bank
Amman, Jordan
04.2025 - Current
- Leading business analysis efforts for major digital banking initiatives across mobile and core platforms.
- Acting as subject matter expert on customer onboarding requirements and experience flows.
- Collaborating with product, compliance, and IT teams to deliver compliant and user-friendly solutions.
- Supporting the launch of onboarding and self-service capabilities to reduce branch dependency.
- Driving improvements in CX metrics through customer journey mapping and data-backed optimization.
- Ensuring onboarding flows align with regulatory requirements and internal KYC policies.
Business Analyst / Product Owner
Jordan Ahli Bank
Amman, Jordan
12.2019 - 03.2025
- Spearheaded requirements analysis and product ownership for key digital solutions, including Qawn app.
- Contributed to the design and rollout of streamlined digital customer onboarding flows.
- Worked closely with UX teams to ensure seamless user experiences across onboarding and account activation.
- Created and prioritized detailed user stories and acceptance criteria across multiple initiatives using JIRA and Confluence.
- Facilitated workshops with stakeholders to validate features and capture onboarding and CX pain points.
- Launched the Qawn Admin Portal, achieving 20% improvement in back-office efficiency.
- Advocated for customer-first design by leveraging direct client interaction insights from past roles.
- Led Agile ceremonies and ensured delivery of high-quality, user-centric releases.
- Mentored junior team members on onboarding best practices and documentation techniques.
Customer Service Officer
Jordan Ahli Bank
Amman, Jordan
08.2014 - 12.2019
- Delivered front-line banking support with a strong focus on new customer onboarding and satisfaction.
- Guided customers through account setup, KYC processes, and product education.
- Provided real-time feedback from customers to improve banking services and onboarding journeys.
- Built a foundation in communication, client care, and user needs — all of which now inform digital solution design.
Education
Bachelor’s - Financial and Banking Sciences
Hashemite University
09.2014
Greek Catholic Secondary School - IT Sector
Greek Catholic Secondary School
09.2010
Skills
- Customer Onboarding Strategy & Journeys
- End-to-End Onboarding Experience Design
- Customer Experience (CX) Optimization
- Business & Functional Requirements Analysis
- User Stories & Acceptance Criteria
- Agile Methodologies (Scrum, Kanban)
- Stakeholder Engagement & Communication
- Product Backlog & Sprint Management
- Cross-Functional Team Collaboration
- Data-Driven Decision Making
- JIRA
- Confluence
- Figma
- Microsoft Office
- Pentaho
- Business analysis
Certification
- Project Management by Google
- Agile Methodologies
- Advanced Microsoft Office (Online)
- AI Bootcamp by ZAKA (Certificate of Attendance)
- Pentaho Business Intelligence (Online Course)
References
Available upon request.
Languages
- Arabic, Native
- English, Fluent (Speaking, Reading, Writing)
Languages
Arabic
First Language
Timeline
Senior Associate Business Analyst
Housing Bank
04.2025 - Current
Business Analyst / Product Owner
Jordan Ahli Bank
12.2019 - 03.2025
Customer Service Officer
Jordan Ahli Bank
08.2014 - 12.2019
Bachelor’s - Financial and Banking Sciences
Hashemite University
Greek Catholic Secondary School - IT Sector
Greek Catholic Secondary School