Business Analyst - CRM

Business Analyst - CRM Transformation and Customer ExperienceLocation: Manchester (Hybrid - 1 day per week in the office) Type: Permanent Salary: Competitive + BenefitsThe OpportunityAn 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 RoleWorking 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 ResponsibilitiesLead 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 ..... full job details .....