Lead Business Analyst

Lead Business Analyst – CRM (Dynamics 365 / Salesforce)

Contract duration: 6 Months
Location: Hybrid- Central London or Chesterfield- 2 days per week on site
Pay range: £500.00- £600.00 per day/ Inside IR35

Start date: ASAP- August

The Role

We’re looking for an experienced Lead Business Analyst to play a key role in a major CRM transformation programme. Working within a large-scale enterprise environment, you’ll lead business analysis activities to shape the future CRM landscape, working closely with business stakeholders to define requirements, improve processes and support the implementation of a new Sales CRM platform.

This is a highly collaborative, discovery-focused role requiring strong stakeholder engagement across multiple business functions, with the opportunity to influence how CRM is used across the organisation.

Key Responsibilities

• Lead business analysis activities across a complex CRM transformation programme.
• Work closely with senior stakeholders, including Product Owners and multiple business teams, to gather, validate and prioritise business requirements.
• Review current business processes, customer data and operational challenges to define future-state CRM solutions.
• Facilitate workshops, stakeholder interviews and requirements sessions.
• Produce high-quality business requirements, process maps, user stories and functional documentation.
• Conduct gap analysis, process mapping and current vs future state assessments.
• Support business case development and help drive data-led decision making.
• Collaborate with Solution Architects, Project Managers, Developers and Test teams to ensure successful delivery.
• Drive continuous improvement using Agile, Lean and Business Process Re-engineering methodologies.

Skills & Experience Required

• Proven experience as a Lead Business Analyst on large-scale transformation programmes.
• Strong experience delivering or supporting CRM implementations, particularly Microsoft Dynamics 365 or Salesforce.
• Excellent stakeholder management skills with the ability to engage senior business leaders and cross-functional teams.
• Strong requirements gathering, workshop facilitation, business process mapping and documentation skills.
• Understanding of CRM processes, customer journeys and customer data migration.
• Experience working within Agile delivery environments.

Technical Environment

Experience/knowledge with some or all of the following is highly desirable:

• Microsoft Dynamics 365
• Salesforce
• ServiceNow
• Adobe Campaign / Adobe Experience Cloud
• Marketing Cloud platforms
• Google Analytics
• API integrations and system data flows

Ideal Background

• CRM Business Analyst with strong Sales CRM experience.
• Experience delivering or supporting a Dynamics 365 or Salesforce implementation.
• Background within a retail or customer-facing organisation.
• Strong understanding of customer data, CRM tooling and business process transformation.
• BCS Business Analysis qualification (or equivalent) is desirable, alongside Agile, Lean or Six Sigma certifications.