CRM Business Analyst

Senior CRM Business Analyst – Microsoft Dynamics 365

📍 Location: Join our client's team in Cracow (Hybrid – 1 day/week onsite)

🏢 Industry: Global & Commercial Banking

🕒 Experience: 8+ Years

Global & Commercial Banking has embarked on a major CRM transformation, rolling out Microsoft Dynamics 365 across 60+ countries. We're looking for a Senior CRM Business Analyst to join our client's team in Cracow, working in a hybrid setup (1 day per week onsite), supporting global initiatives that redefine customer engagement.

🔍 What You'll Do:

• Collaborate with global stakeholders to gather and document business requirements
• Analyze current CRM processes and identify areas for improvement using D365 capabilities
• Translate business needs into detailed functional specifications and user stories
• Facilitate workshops and design sessions to align stakeholders
• Work closely with technical teams to ensure accurate implementation of requirements
• Support UAT planning, testing, and training
• Act as a CRM subject matter expert and trusted advisor to business teams

✅ What We're Looking For:

• 8+ years of Business Analysis experience in CRM projects, ideally with Microsoft Dynamics 365
• Minimum 3 full-cycle CRM implementations
• Strong understanding of D365 Sales/Customer Service modules
• Experience with Agile delivery, Azure DevOps (VSTS/TFS), and documentation tools
• Excellent stakeholder management, facilitation, and communication skills
• Ability to model and map business processes effectively
• Familiarity with Power Platform is a bonus
• Based in or able to commute to Cracow 1x per week

🧠 You're Someone Who:

• Thinks strategically and analytically
• Communicates clearly and confidently with global stakeholders
• Enjoys solving complex business challenges
• Is collaborative, self-motivated, and detail-oriented