What Your Day Looks Like
* 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., GDPR, SOX).
* 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
What We Expect From You
* 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
* Experience documenting requirements in a way thats build-ready with clear user stories, acceptance criteria, and process flows
* Experience with process modelling (BPMN, UML), prototyping, and wireframing tools (e.g., Figma).
* 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., MoSCoW).
* Understanding regulatory requirements relevant to CRM systems (GDPR, SOX, FCA).
* Excellent communication and stakeholder management skills.
Youll Be
* Proactive in identifying opportunities for process and system improvement.
* Comfortable working across multiple teams and disciplines, including external vendors.
* Open to coaching, knowledge sharing, and continuous learning.
* Able to support both structured and exploratory analysis and development approaches.
Technical Exposure
* 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.
* Participation in UAT and environment setup to ensure whats delivered matches what was asked for.
* Data analysis and reporting tools (Excel, Power BI, SQL).
* Requirements management and collaboration tools (Azure DevOps, Jira, Confluence).
* Process modelling and prototyping tools (BPMN, UML, Figma, Axure)
Broader Responsibilities
* 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.
The Perks
* Annual bonus eligibility (based on company and individual performance).
* Hybrid/flexible working hours.
* Opportunity to shape high-impact product channels for PRA Group.
* Structured coaching and mentoring.
* Considered learning and development plans.