CRM Business Analyst in London

Location: London Victoria (hybrid model, minimum 3 days in office). Nord Anglia Education – the world’s leading private school’s organisation is recruiting a Business Analyst. You will be joining the MAC team in our London HQ. London is our global headquarters where 200 colleagues across Finance, Risk, Corporate Development, Legal, HR, MAC and Education drive the success of our 80+ schools in 30+ countries. By joining our fast paced and innovative organisation, you will be regularly liaising with our global team-mates from the Philippines to Peru, from Beijing to Boston and beyond. If you have a global mindset, enjoy thinking outside the box and are prepared to go above and beyond to find solutions, then a career at Nord Anglia is for you.

In the role of Business Analyst, you will be responsible for delivering solutions that will optimise performance and the family experience throughout the admissions journey using our unified global CRM that amplifies value to NAE. You’ll work across teams to become a subject matter expert across Admissions process and tools to support the development and delivery of NAE’s CRM roadmap. You’ll apply CRM agile development principles to ensure success of the NAE CRM programme. As a genuine team-player, you’ll work across our central, regional, and local MAC (Marketing, Admissions & Communications)/CRM teams to improve user adoption and foster a sense of CRM user community.

Your role will impact the organisation by providing the best Salesforce support in the K12 independent education sector. Good support will help user adoption, maintain data integrity and in turn positively influence benefit realisation from the CRM programme.

The Role

• Work with the Senior Business Analysts to prioritise backlog and cases into a logical workplan which delivers for our roadmap.
• Support CRM IT Product team to plan development and roll out of new CRM features.
• Provide support to CRM project team, Senior BA and dev team to ensure all tasks are done to roll out to a school.
• Work with the CRM team to ensure all requirements are validated and documented to support execution of the CRM roadmap, including gathering requirements for the online enquiry and application forms, Integration requirements, etc.
• Work with the SF support team to form actionable requirements from the requests raised via the support cases.
• Map NAE business processes following industry recognised principles (eg. BPMN 2.0, six Sigma, etc).
• Write complete user stories to illustrate the requirements for new feature so that Dev team can understand and estimate the work to be done.
• Support the consistency of NAE CRM admission processes across user stories and training materials.
• Capture enhancement requirements from the support cases and create strong user stories to be added to the CRM backlog.
• Support Product Owner and Senior BA, in the agile build and management of the CRM backlog.
• Maintain good relationship with the CRM and IT dev and support team.
• Support CRM team during testing phase of each release by writing business scenarios in accordance with the relevant business process and solution design.
• Support the execution of CRM roll out for mergers and acquisitions, as needed.
• Support the execution of CRM champions training presentations, workshops, as needed, after securing approval from all parties.
• Maintain the NAE business process maps and documentation up to date with any new feature release.

The Successful Candidate Will Possess

• Experience in business analysis to implement and enhance a customer relationship management system (essential).
• Proven experience working with Salesforce Sales Cloud to manage pipelines, optimise workflows, and support data‑driven decision‑making.
• Experience of working for a consultancy firm providing Professional services implementing Salesforce CRM.
• Experience gathering requirement in an agile set up.
• Highly familiar with current agile and business analysis platforms such as Jira, Visio, Signavio, MS office suite, etc.
• Certification (eg. Salesforce, Agile, Business analysis).
• Willingness to learn and develop new skills to enhance business analysis performance.
• Strong interpersonal skills and experience working in a matrix structure environment.
• Digitally savvy and familiar with Outlook, Word, PowerPoint, Excel.
• Good writing skills and grammar.

At Nord Anglia Education, we are an equal opportunities employer dedicated to creating a diverse and inclusive workforce. In our schools and offices around the world, we treat all colleagues fairly based on their skills and qualifications, without discrimination. We value individuals from all backgrounds, including those with different abilities and neurodivergent conditions, as well as those who identify with protected characteristics. Nord Anglia Education is committed to ensuring the highest possible safeguarding standards in our schools and we expect every employee to share this commitment.