CRM Business Analyst

About the Role

We are looking for a CRM Business Analyst to help our teams get more value from our CRM platform. You will work with business stakeholders and technical teams to understand how people use the CRM, identify where processes or data create friction, and translate business needs into clear requirements.

You will support initiatives from discovery through rollout, helping teams validate that changes work in practice and measuring their impact on adoption, process efficiency, and data quality.

Key Responsibilities

• Lead stakeholder interviews and workshops with Sales, Marketing, Customer Service, and IT to understand business needs and agree on priorities.
• Map current and future CRM workflows, such as lead qualification, opportunity management, and customer service case handling. Identify bottlenecks, manual work, and gaps in ownership or data quality.
• Translate business needs into process maps, business rules, user stories, and testable acceptance criteria. Document reporting, integration, and data requirements where relevant.
• Partner with product owners, CRM administrators, and engineering teams to refine the backlog, assess trade-offs, and clarify requirements throughout delivery.
• Define reporting needs and success measures for CRM improvements, such as user adoption, lead conversion, case resolution time, and data completeness.
• Plan and coordinate user acceptance testing (UAT), document defects, and verify that delivered changes meet agreed requirements.
• Support rollouts through process documentation, training materials, and stakeholder communication. Gather user feedback and identify follow-up improvements.

Requirements

Required Qualifications

• Experience as a Business Analyst on CRM implementations, enhancements, or process improvement initiatives.
• Hands-on experience with at least one CRM platform, such as Salesforce, Microsoft Dynamics 365, or HubSpot.
• Demonstrated ability to facilitate workshops, map business processes, and write clear requirements with testable acceptance criteria.
• Understanding of customer lifecycle processes and core CRM records, including accounts, contacts, leads, opportunities, and service cases.
• Experience working with cross-functional delivery teams and coordinating UAT with business users.
• Ability to analyze CRM data, identify data quality issues, and define reporting requirements.
• Strong written and verbal communication skills in English, with the ability to explain requirements and trade-offs to business and technical audiences.

Preferred Qualifications

• Experience with CRM integrations, data migration, or data governance.
• Familiarity with SQL or business intelligence tools such as Power BI or Tableau.
• Experience supporting CRM adoption, user training, or change management.
• A relevant CRM platform or business analysis certification.