Business Analyst - CRM

Business Analyst - CRM Transformation & Customer Experience

Location: Manchester (Hybrid - 1 day per week in the office)

Type: Permanent

Salary: Competitive + Benefits

The Opportunity

An exciting opportunity has arisen for an experienced Business Analyst to join a growing organisation undergoing significant customer and digital transformation.

You'll play a key role in shaping and delivering CRM-led change initiatives, working across Sales, Marketing and Customer Service functions to improve customer journeys, optimise business processes, and drive technology-enabled transformation.

The successful candidate will bring strong CRM implementation experience, exceptional stakeholder engagement skills, and a passion for continuous improvement and innovation, including the application of AI-powered solutions.

The Role

Working with business leaders, product teams and technical specialists, you will act as the bridge between business objectives and technology delivery.

You will be responsible for understanding business needs, defining future-state processes, documenting requirements, and ensuring solutions deliver tangible business value and improved customer experiences.

Key Responsibilities

• Lead business analysis activities across CRM implementation and transformation programmes.
• Analyse and optimise customer lifecycle processes, including lead management, customer acquisition, onboarding, retention and customer service journeys.
• Facilitate workshops and requirements gathering sessions with stakeholders at all levels.
• Produce high-quality business requirements, user stories, process maps and functional specifications.
• Model current and future-state processes using BPMN and customer journey mapping techniques.
• Collaborate with delivery teams to support successful solution design, testing and implementation.
• Drive continuous improvement initiatives using Lean Six Sigma and process optimisation approaches.
• Identify opportunities to leverage AI technologies, including chatbot solutions, automation and customer engagement tools.
• Use data and evidence-based decision making to identify business gaps and recommend improvements.
• Build strong relationships and influence key stakeholders across multiple business functions.

About You

We're looking for an analytical and commercially aware Business Analyst with experience delivering customer-centric transformation programmes.

Essential Experience

• Proven experience delivering CRM implementation projects.
• Strong understanding of Sales and Marketing processes.
• Exceptional stakeholder engagement and workshop facilitation skills.
• Experience working with senior business stakeholders and translating strategic objectives into deliverable requirements.
• Business process modelling experience using BPMN.
• Experience driving continuous improvement initiatives using Lean, Six Sigma or related methodologies.
• Strong requirements elicitation, analysis and documentation skills.
• Experience working within Agile delivery environments.

Desirable Experience

• Experience implementing or supporting AI chatbot solutions.
• Experience applying AI to business process improvement, automation or customer engagement activities.
• CRM integration, data migration and data quality experience.
• Customer journey mapping and customer experience transformation expertise.
• Experience using Azure DevOps, Jira or similar delivery tools.

What's on Offer?

• Opportunity to work on high-profile CRM and digital transformation initiatives.
• Exposure to innovative AI and automation programmes.
• Flexible hybrid working with just one day per week in the Manchester office.
• Collaborative and supportive working environment.
• Competitive salary and benefits package.

If you're a Business Analyst with CRM implementation experience, strong stakeholder management skills, and a passion for driving business improvement through technology and process excellence, we'd love to hear from you.

If you receive suspicious outreach claiming to be from us, please contact us via the ManpowerGroup website.