Work closely with Product Owners, Developers, Testers, and business stakeholders to deliver enhancements and change across our CRM systems.
Lead requirements gathering for new features, process improvements, and regulatory changes, using interviews, workshops, and data analysis.
Document business requirements, user stories, acceptance criteria, and process flows for key CRM systems, ensuring clarity and traceability.
Analyse and prioritise requirements to align with business goals and compliance needs (e.g., Collaborate with technical teams to design and validate solutions, supporting UAT and production releases.
Maintain and improve dashboards, reports, and KPIs to track business performance and system usage.
Facilitate communication between business units, technology teams, and external vendors, ensuring alignment and timely delivery.
Support backlog management, capacity tracking, and change impact assessment for CRM initiatives.
Create business cases highlighting investment vs return expectations, outlining key success metrics
3+ years’ experience as a Business Analyst in financial services, collections, or technology environments.
~ Proven ability to elicit, analyse, and document business and functional requirements for complex systems.
~ Bring sufficient technical understanding to translate business needs into actionable requirements for the development team
~ Strong data analysis skills, including dashboard/report creation and KPI tracking.
~ Familiarity with Agile and hybrid delivery models, backlog management, and prioritisation techniques (e.g., Understanding regulatory requirements relevant to CRM systems (GDPR, SOX, FCA).
~ Open to coaching, knowledge sharing, and continuous learning.
Able to support both structured and exploratory analysis and development approaches.
CRM platforms, including release management and feature documentation, those used within a call-centre setting is a plus
Understanding of product architecture and data flows well enough to ask the right questions and avoid misinterpretation
Usage of tools like Azure DevOps, SQL, Power BI, and Figma to validate assumptions and support solution design.
Data analysis and reporting tools (Excel, Power BI, SQL).
Requirements management and collaboration tools (Azure DevOps, Jira, Confluence).
Contribute to continuous improvement backlog and DevOps readiness.
Participate in environment setup, UAT, and testing as required.
Support business readiness, training, and documentation for new releases and process changes.
Ensure compliance with internal policies and external regulations.
Annual bonus eligibility (based on company and individual performance).
Hybrid/flexible working hours.