About this role
Salary: £50,000 - 55,000 per year
Requirements: 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.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. 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. Technologies: AIAzureBPMNCRMDevOpsSupportJIRAMarketingCloud More:
We are a growing organisation undergoing significant customer and digital transformation, and this is an exciting opportunity for an experienced Business Analyst to help shape CRM-led change initiatives. Based in Manchester with hybrid working of one day per week in the office, this is a permanent role with a competitive salary and benefits package. You will work across Sales, Marketing and Customer Service functions, partnering with business leaders, product teams and technical specialists in a collaborative and supportive environment. The role offers the chance to contribute to high-profile CRM and digital transformation initiatives, gain exposure to innovative AI and automation programmes, and help deliver meaningful improvements to customer journeys and business processes.
last updated 29 week of 2026