Business Analyst CRM

• Lead business analysis activities across CRM implementation and transformation programmes.
• Analyse and optimise customer lifecycle processes, including lead management, customer acquisition, onboarding, retention and customer service journeys.
• Facilitate workshops and requirements gathering sessions with stakeholders at all levels.
• Produce high-quality business requirements, user stories, process maps and functional specifications.
• Model current and future-state processes using BPMN and customer journey mapping techniques.
• Collaborate with delivery teams to support successful solution design, testing and implementation.
• Drive continuous improvement initiatives using Lean Six Sigma and process optimisation approaches.
• Identify opportunities to leverage AI technologies, including chatbot solutions, automation and customer engagement tools.
• Use data and evidence-based decision making to identify business gaps and recommend improvements.
• Build strong relationships and influence key stakeholders across multiple business functions.

Technologies:

• AI
• Azure
• BPMN
• CRM
• DevOps
• Support
• JIRA
• Marketing
• Cloud, We are a growing organisation undergoing significant customer and digital transformation, and this is an exciting opportunity for an experienced Business Analyst to help shape CRM-led change initiatives. Based in Manchester with hybrid working of one day per week in the office, this is a permanent role with a competitive salary and benefits package. You will work across Sales, Marketing and Customer Service functions, partnering with business leaders, product teams and technical specialists in a collaborative and supportive environment. The role offers the chance to contribute to high-profile CRM and digital transformation initiatives, gain exposure to innovative AI and automation programmes, and help deliver meaningful improvements to customer journeys and business processes.

• Proven experience delivering CRM implementation projects.
• Strong understanding of Sales and Marketing processes.
• Exceptional stakeholder engagement and workshop facilitation skills.
• Experience working with senior business stakeholders and translating strategic objectives into deliverable requirements.
• Business process modelling experience using BPMN.
• Experience driving continuous improvement initiatives using Lean, Six Sigma or related methodologies.
• Strong requirements elicitation, analysis and documentation skills.
• Experience working within Agile delivery environments.
• Experience implementing or supporting AI chatbot solutions.
• Experience applying AI to business process improvement, automation or customer engagement activities.
• CRM integration, data migration and data quality experience.
• Customer journey mapping and customer experience transformation expertise.
• Experience using Azure DevOps, Jira or similar delivery tools.