Business Analyst (CRM Next)

About the role

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.
• 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.
• Conduct workshops and discussions with branch and contact centre users to understand pain points and workflow gaps.

Skills

• CRM requirements analysis
• UAT coordination
• data mappings
• functional flows
• regulatory reporting
• stakeholder engagement
• workshop facilitation
• requirements lifecycle management
• test scenario definition
• acceptance criteria
• branch and contact centre operations
• assisted digital journeys
• UX collaboration
• governance and controls