At a Glance
- Tasks: Lead a major CRM transformation and collaborate with stakeholders to shape the future of CRM.
- Company: Dynamic enterprise environment in Central London or Chesterfield.
- Benefits: Competitive pay, hybrid work model, and opportunities for professional growth.
- Other info: Join a team focused on continuous improvement and agile methodologies.
- Why this job: Make a real impact on CRM processes and drive innovation in a collaborative setting.
- Qualifications: Experience in CRM implementations, strong stakeholder engagement, and business analysis skills.
The predicted salary is between 50000 - 60000 £ per year.
- Lead Business Analyst - CRM (Dynamics 365 / Salesforce)
- Contract duration: 6 Months
- Pay range: £500.00- £600.00 per day/ Inside IR35
The Role
We're looking for an experienced Lead Business Analyst to play a key role in a major CRM transformation programme.
Working within a large-scale enterprise environment, you'll lead business analysis activities to shape the future CRM landscape, working closely with business stakeholders to define requirements, improve processes and support the implementation of a new Sales CRM platform.
This is a highly collaborative, discovery-focused role requiring strong stakeholder engagement across multiple business functions, with the opportunity to influence how CRM is used across the organisation.
Key Responsibilities
- Lead business analysis activities across a complex CRM transformation programme.
- Work closely with senior stakeholders, including Product Owners and multiple business teams, to gather, validate and prioritise business requirements.
- Review current business processes, customer data and operational challenges to define future-state CRM solutions.
- Facilitate workshops, stakeholder interviews and requirements sessions.
- Produce high-quality business requirements, process maps, user stories and functional documentation.
- Conduct gap analysis, process mapping and current vs future state assessments.
- Support business case development and help drive data-led decision making.
- Collaborate with Solution Architects, Project Managers, Developers and Test teams to ensure successful delivery.
- Drive continuous improvement using Agile, Lean and Business Process Re-engineering methodologies.
Skills & Experience Required
- Proven experience as a Lead Business Analyst on large-scale transformation programmes.
- Strong experience delivering or supporting CRM implementations, particularly Microsoft Dynamics 365 or Salesforce.
- Excellent stakeholder management skills with the ability to engage senior business leaders and cross-functional teams.
- Strong requirements gathering, workshop facilitation, business process mapping and documentation skills.
- Understanding of CRM processes, customer journeys and customer data migration.
- Experience working within Agile delivery environments.
- Technical Environment
- Microsoft Dynamics 365
- Salesforce
- Service Now
- Adobe Campaign / Adobe Experience Cloud
- Marketing Cloud platforms
- Google Analytics
- API integrations and system data flows
- Ideal Background
- CRM Business Analyst with strong Sales CRM experience.
- Experience delivering or supporting a Dynamics 365 or Salesforce implementation.
- Background within a retail or customer-facing organisation.
- Strong understanding of customer data, CRM tooling and business process transformation.
- BCS Business Analysis qualification (or equivalent) is desirable, alongside Agile, Lean or Six Sigma certifications.
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Lead Business Analyst employer: Morson Group
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