Business Analyst - CRM

We are HCLTech, one of the fastest-growing large tech companies in the world and home to 219,000+ people across 54 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be. We are on the lookout for a highly talented and self-motivated Business Analyst - CRM to join us on our journey in advancing the technological world through innovation and creativity. Key Responsibilities: - Lead business and functional analysis for CRM initiatives across branch, contact centre, and assisted digital journeys, ensuring requirements reflect real operational workflows and customer servicing needs. Translate complex business, regulatory, and operational requirements into clear CRM functional flows, data mappings, and system behaviours, supporting accurate and scalable solution design. Own the end-to-end requirement lifecycle for CRM features, from initial discovery and impact analysis through to UAT sign-off and post-release validation. Partner with Product Owners to provide functional insights and dependency analysis, enabling informed prioritisation decisions without assuming product ownership accountability. Define CRM-specific acceptance scenarios, including role-based behaviour, audit trail validation, maker-checker controls, and exception handling across servicing journeys. Act as the functional authority during build and testing phases, clarifying CRM behaviour, resolving requirement ambiguities, and ensuring consistency across channels and user roles. Lead business-led UAT activities by coordinating test scenarios, validating end-to-end journeys, assessing defect severity, and confirming readiness for production deployment. Perform release readiness and sanity validation from a business and operational perspective, ensuring CRM changes do not negatively impact frontline productivity or customer experience. Analyse defects, change requests, and operational feedback to distinguish between functional gaps, process issues, and enhancement opportunities, feeding structured inputs into the backlog. Work closely with CRM data, integration, and reporting teams to ensure data accuracy, traceability, and regulatory reporting requirements are met. Collaborate with UX teams to validate that CRM journeys support intuitive navigation, minimal manual effort, and assisted-service efficiency, especially for branch users. Support continuous improvement by documenting functional learnings, recurring issues, and control gaps, contributing to improved CRM delivery standards and governance maturity. Engage RBWM stakeholders (Branches, Operations, Contact Centre, Compliance, Product) to gather and clarify CRM requirements. Support Product Owners in defining CRM roadmap items aligned to Assisted X, Branch Transformation, and servicing journeys. Analyse and break down business needs into epics, user stories, and acceptance criteria. Support prioritisation decisions based on customer impact, regulatory urgency, and delivery feasibility. Ensure regulatory requirements (complaints handling, audit trails, consent, approvals, reporting) are embedded into CRM requirements. Conduct workshops and discussions with branch and contact centre users to understand pain points and workflow gaps. Translate user needs into clear functional requirements that support paperless and STP journeys. Ensure CRM designs align with end-to-end customer journeys and frontline usage scenarios. Act as the voice of the user during design, build, and testing phases. Participate in sprint reviews and retrospectives to identify functional, process, and usability improvements. Analyse defects, change requests, and operational feedback to distinguish between fixes and enhancements. Update requirements and refine user stories based on evolving business and regulatory needs. Support adoption and stabilisation of CRM releases through close collaboration with business users. Assist in impact analysis and documentation required for governance, audits, and management review. Ideas and out of the box solutions. Contribute to innovation with initiation of new features and products as part of product rollouts/upgrade. Why Us: - We are one of the fastest-growing large tech companies in the world, with offices in 50+ countries across the globe and 219,000 employees, • Our company is extremely diverse with 165 nationalities represented. • We offer the opportunity to work with colleagues across the globe. • We offer a virtual-first work environment, promoting a good work-life integration and real flexibility. • We offer comprehensive benefits for all employees. • We are a certified great place to work and a top employer in 17 countries, offering a positive work environment that values employee recognition and respect. Equality & Opportunity for All: - Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Show more Show less

Lead business and functional analysis for CRM initiatives across branch, contact centre, and assisted digital journeys, ensuring requirements reflect real operational workflows and customer servicing needs. Translate complex business, regulatory, and operational requirements into clear CRM functional flows, data mappings, and system behaviours, supporting accurate and scalable solution design. Own the end-to-end requirement lifecycle for CRM features, from initial discovery and impact analysis through to UAT sign-off and post-release validation. Partner with Product Owners to provide functional insights and dependency analysis, enabling informed prioritisation decisions without assuming product ownership accountability. Define CRM-specific acceptance scenarios, including role-based behaviour, audit trail validation, maker-checker controls, and exception handling across servicing journeys. Act as the functional authority during build and testing phases, clarifying CRM behaviour, resolving requirement ambiguities, and ensuring consistency across channels and user roles. Lead business-led UAT activities by coordinating test scenarios, validating end-to-end journeys, assessing defect severity, and confirming readiness for production deployment. Perform release readiness and sanity validation from a business and operational perspective, ensuring CRM changes do not negatively impact frontline productivity or customer experience. Analyse defects, change requests, and operational feedback to distinguish between functional gaps, process issues, and enhancement opportunities, feeding structured inputs into the backlog. Work closely with CRM data, integration, and reporting teams to ensure data accuracy, traceability, and regulatory reporting requirements are met. Collaborate with UX teams to validate that CRM journeys support intuitive navigation, minimal manual effort, and assisted-service efficiency, especially for branch users. Support continuous improvement by documenting functional learnings, recurring issues, and control gaps, contributing to improved CRM delivery standards and governance maturity. Engage RBWM stakeholders (Branches, Operations, Contact Centre, Compliance, Product) to gather and clarify CRM requirements. Support Product Owners in defining CRM roadmap items aligned to Assisted X, Branch Transformation, and servicing journeys. Analyse and break down business needs into epics, user stories, and acceptance criteria. Support prioritisation decisions based on customer impact, regulatory urgency, and delivery feasibility. Ensure regulatory requirements (complaints handling, audit trails, consent, approvals, reporting) are embedded into CRM requirements. Conduct workshops and discussions with branch and contact centre users to understand pain points and workflow gaps. Translate user needs into clear functional requirements that support paperless and STP journeys. Ensure CRM designs align with end-to-end customer journeys and frontline usage scenarios. Act as the voice of the user during design, build, and testing phases. Participate in sprint reviews and retrospectives to identify functional, process, and usability improvements. Analyse defects, change requests, and operational feedback to distinguish between fixes and enhancements. Update requirements and refine user stories based on evolving business and regulatory needs. Support adoption and stabilisation of CRM releases through close collaboration with business users. Assist in impact analysis and documentation required for governance, audits, and management review. Ideas and out of the box solutions. Contribute to innovation with initiation of new features and products as part of product rollouts/upgrade.