Senior Business Analyst – CRM Governance

Senior Business Analyst – CRM Transformation & Governance (European Institution via Unisys) About the Opportunity Our client, a prestigious European institution at the heart of the EU's financial architecture, is preparing a strategic CRM transformation initiative aimed at strengthening customer relationship management capabilities across the organisation. Following several previous attempts that did not achieve the expected outcomes, the institution is now looking to establish a solid foundation for a successful CRM implementation by focusing not only on technology but also on governance, operating models, stakeholder engagement and long-term adoption. This initiative is expected to leverage the Microsoft ecosystem, with Microsoft Dynamics 365 anticipated as the preferred platform. Role Overview We are looking for a Senior Business Analyst with strong CRM experience to support the definition, planning and implementation of a large-scale CRM transformation programme. The successful candidate will work closely with business stakeholders, project leadership and technical teams to define business requirements, assess organisational needs, establish governance frameworks and support the successful adoption of CRM solutions across the organisation.

Key Responsibilities
Gather, analyse and document business requirements related to CRM processes and capabilities. Assess existing customer relationship management practices and identify improvement opportunities. Support the definition of CRM governance frameworks and operating models. Analyse organisational processes and recommend best practices for CRM adoption and utilisation. Facilitate workshops and stakeholder discussions to capture business needs and expectations. Identify risks, dependencies and potential challenges affecting CRM implementation success. Support the design of user access, security and governance models. Contribute to business process definition and optimisation activities. Assist in the preparation of business cases, functional specifications and project documentation. Support stakeholder engagement and change adoption initiatives. Collaborate with project managers, technical teams and business representatives throughout the project lifecycle. Ensure requirements are clearly documented, traceable and aligned with business objectives. Contribute to solution evaluation, implementation planning and rollout activities. Profile Requirements Mandatory Experience Proven experience as a Business Analyst on CRM-related projects. Experience gathering, documenting and managing business requirements. Experience working on CRM transformation or implementation initiatives. Experience facilitating workshops and engaging with senior business stakeholders. Strong understanding of business process analysis and optimisation. Experience working within complex, multi-stakeholder environments. Preferred Experience Experience with Microsoft Dynamics 365. Experience defining CRM governance frameworks and operating models. Experience supporting CRM adoption and change management initiatives. Experience identifying and addressing common CRM implementation challenges and risks. Experience with user access governance and security concepts. Experience in financial institutions, public sector organisations or large international environments. Experience working with Salesforce, Dynamics 365 or similar enterprise CRM platforms. Required Knowledge & Skills Strong knowledge of CRM processes and customer relationship management principles. Understanding of CRM governance, operating models and adoption strategies. Ability to translate business needs into clear and structured requirements. Strong stakeholder management and communication skills. Experience producing high-quality documentation and analysis deliverables. Strong analytical and problem-solving abilities. Knowledge of project delivery methodologies such as Agile and Waterfall. Ability to support decision-making through structured analysis and recommendations. Skills & Competencies Strong business and organisational analysis capabilities. Strategic mindset with the ability to link business objectives to technology solutions. Excellent workshop facilitation and communication skills. Ability to challenge existing processes and drive continuous improvement. Strong organisational and planning skills. Proactive and solution-oriented approach. Ability to work effectively across business and technical teams. Working Conditions Duration: 240 man-days. Expected Start: September/October (subject to official release).

Location:
Luxembourg. 👉 Please note: Only candidates who are nationals of one of the EU Member States are eligible to apply for this role. Sounds exciting and want to know more? Apply directly or contact Goffinet François