Role: CRM Business Analyst
Experience: 10years
Location: London
Work mode: Hybrid
Key Responsibilities
Product Ownership & Stakeholder Management
- Define and communicate the product vision while ensuring alignment with stakeholders.
- Translate business goals into a clear product roadmap.
- Continuously engage stakeholders and development teams to maintain product direction.
- Make informed decisions to guide the product toward desired outcomes.
Backlog & Requirement Management
- Prioritize and manage the product backlog effectively.
- Ensure backlog items are well-defined, value-driven, and development‑ready.
- Make trade‑off decisions to maximize product value based on feedback and business needs.
- Gather system and software requirements and document them as user stories/product backlog.
- Expert in writing detailed User Stories with clear Definition of Done.
Business Analysis & CRM Implementation
- Lead and participate in discovery and analysis meetings with clients.
- Understand current business processes to incorporate them into Dynamics CRM.
- Conduct GAP analysis to identify variances between business processes and application capabilities.
- Identify creative solutions for processes not supported by standard Dynamics CRM.
- Work with clients to map legacy data into appropriate locations within Dynamics CRM.
CRM Solution Delivery
- Provide product demonstrations to prospects or at customer events.
- Create documentation for workflow and requirement definitions.
- Design, architect, and implement integrations and data migrations between Dynamics CRM and other systems.
- Develop end‑user training material and conduct hands‑on user training sessions.
- Provide ongoing end‑user support, troubleshooting issues, and offering additional training via email, phone, or on‑site visits.
Client Relationship & Team Collaboration
- Maintain and grow client relationships through high-quality service delivery.
- Offer expert advice on Dynamics CRM capabilities and banking domain best practices.
- Collaborate efficiently with offshore Agile teams.
- Share knowledge and mentor junior team members.
Skills & Attributes
- Strong oral and written communication skills.
- Ability to work under tight timelines with flexibility and adaptability.
- Desire for incessant learning and professional growth.