Business Analyst - CRM
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Key skills for this role
About the Role
HCLTech is looking for a highly talented Business Analyst - CRM to lead business and functional analysis for CRM initiatives across branch, contact centre, and assisted digital journeys.
Key Skills for This Role
Responsibilities
- Lead business and functional analysis for CRM initiatives across branch, contact centre, and assisted digital journeys
- Translate complex business, regulatory, and operational requirements into clear CRM functional flows, data mappings, and system behaviours
- Own the end to end requirement lifecycle for CRM features from discovery to post release validation
- Partner with Product Owners to provide functional insights and dependency analysis
- Define CRM specific acceptance scenarios including role based behaviour, audit trail validation, maker checker controls, and exception handling
- Act as functional authority during build and testing phases, clarifying CRM behaviour and resolving ambiguities
- Lead business led UAT activities by coordinating test scenarios, validating journeys, assessing defect severity, and confirming readiness
- Perform release readiness and sanity validation from business and operational perspective
- Analyse defects, change requests, and operational feedback to distinguish between functional gaps, process issues, and enhancement opportunities
- Work closely with CRM data, integration, and reporting teams to ensure data accuracy and regulatory reporting requirements
- Collaborate with UX teams to validate CRM journeys support intuitive navigation and minimal manual effort
- Support continuous improvement by documenting functional learnings, recurring issues, and control gaps
Requirements
- Experience leading business and functional analysis for CRM initiatives
- Ability to translate complex business, regulatory, and operational requirements into clear CRM functional flows
- Experience owning end to end requirement lifecycle for CRM features
- Knowledge of regulatory requirements (complaints handling, audit trails, consent, approvals, reporting)
- Experience conducting workshops with branch and contact centre users
- Strong analytical and problem solving skills
- Excellent communication and collaboration skills
Full Job Posting
We are HCLTech
- We are one of the fastest growing large tech companies in the world and home to 219,000+ people across 54 countries.
- We are on the lookout for a highly talented and self motivated Business Analyst CRM to join us.
Key Responsibilities
- Lead business and functional analysis for CRM initiatives across branch, contact centre, and assisted digital journeys.
- Translate complex business, regulatory, and operational requirements into clear CRM functional flows, data mappings, and system behaviours.
- Own the end to end requirement lifecycle for CRM features, from initial discovery and impact analysis through to UAT sign off and post release validation.
- Partner with Product Owners to provide functional insights and dependency analysis, enabling informed prioritisation decisions.
- Define CRM specific acceptance scenarios, including role based behaviour, audit trail validation, maker checker controls, and exception handling.
- Act as the functional authority during build and testing phases, clarifying CRM behaviour, resolving requirement ambiguities, and ensuring consistency.
- Lead business led UAT activities by coordinating test scenarios, validating end to end journeys, assessing defect severity, and confirming readiness.
- Perform release readiness and sanity validation from a business and operational perspective.
- Analyse defects, change requests, and operational feedback to distinguish between functional gaps, process issues, and enhancement opportunities.
- Work closely with CRM data, integration, and reporting teams to ensure data accuracy, traceability, and regulatory reporting requirements.
- Collaborate with UX teams to validate that CRM journeys support intuitive navigation, minimal manual effort, and assisted service efficiency.
- Support continuous improvement by documenting functional learnings, recurring issues, and control gaps.
Requirements
- Engage RBWM stakeholders (Branches, Operations, Contact Centre, Compliance, Product) to gather and clarify CRM requirements.
- Support Product Owners in defining CRM roadmap items aligned to Assisted X, Branch Transformation, and servicing journeys.
- Analyse and break down business needs into epics, user stories, and acceptance criteria.
- Support prioritisation decisions based on customer impact, regulatory urgency, and delivery feasibility.
- Ensure regulatory requirements (complaints handling, audit trails, consent, approvals, reporting) are embedded into CRM requirements.
- Conduct workshops and discussions with branch and contact centre users to understand pain points and workflow gaps.
- Translate user needs into clear functional requirements that support paperless and STP journeys.
- Ensure CRM designs align with end to end customer journeys and frontline usage scenarios.
- Act as the voice of the user during design, build, and testing phases.
- Participate in sprint reviews and retrospectives to identify functional, process, and usability improvements.
- Analyse defects, change requests, and operational feedback to distinguish between fixes and enhancements.
- Update requirements and refine user stories based on evolving business and regulatory needs.
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