Salesforce Delivery & Insights Analyst

At Trustpilot, we're on an incredible journey. We're a profitable, high-growth FTSE-250 company with a big vision: to become the universal symbol of trust. We run the world's largest independent consumer review platform, and while we've come a long way, there's still so much exciting work to do. Come join us at the heart of trust.

As a Salesforce Business Analyst, you will be embedded in GTM Technology projects and initiatives, taking ownership of the analysis and requirements workstream within them.

This role is responsible for ensuring that projects are well-defined, that requirements are clear and validated, and that delivery stays grounded in genuine business need. A BA does not just gather requirements in isolation; they are an active participant in the project lifecycle, owning their workstream from kick-off through to delivery and taking responsibility for ensuring that what gets built actually solves the right problem.

• Take ownership of the analysis and requirements workstream on Salesforce projects and initiatives, driving it forward from kick-off through to delivery - you understand the shape of the project, identify what needs to happen next, and make it happen rather than waiting to be handed tasks
• Manage your work across the full product lifecycle - requirements, design, build, test, and deployment - staying actively engaged at every stage rather than handing off and stepping back
• Prioritise clarity over comprehensiveness – know when a requirement is good enough to build from
• Identify scope ambiguity, blockers, requirement conflicts, and delivery risks early and escalate them before they become sprint problems

• Act as a functional subject matter expert on Salesforce platform capabilities – enough to assess feasibility, challenge developer estimates intelligently, and write accurate acceptance criteria
• Identify opportunities for innovation and improvement across the platform and proactively surface them
• Maintain a working understanding of the GTM business domains (Sales, Service, Marketing, Commercial) and the end‑to‑end processes they support, so that you can spot when a change in one area will have downstream consequences elsewhere

• Dig into business problems, not just business requests – challenge assumptions, ask why, and make sure the solution being built actually addresses the underlying need
• Break down complex business requirements into clear, actionable technical requirements that developers can work from without needing extensive clarification – and translate technical constraints and trade‑offs back into language business stakeholders can engage with and make decisions on
• Conduct analysis of existing business processes to identify gaps, pain points, and optimisation opportunities across commercial and marketing operations

• Build trusted, proactive relationships with stakeholders across Sales, Service, Marketing, Commercial, and IT – engaging directly to understand priorities rather than waiting to be briefed
• Facilitate requirements workshops, stakeholder interviews, and walkthroughs that capture needs accurately and surface assumptions early
• Produce well‑structured user stories, epics, acceptance criteria, process maps, and AS‑IS / TO‑BE documentation that are unambiguous and accessible to both technical and non‑technical audiences
• Serve as the bridge between business users and the development team, ensuring shared understanding throughout delivery and managing difficult conversations when priorities collide

• Contribute to data governance standards across the Salesforce platform, ensuring accuracy, completeness, and consistency
• Design and deliver reports and dashboards that give stakeholders actionable insight
• Monitor data quality on an ongoing basis and recommend improvements

• Maintain and groom the backlog with the delivery teams, ensuring user stories are sprint‑ready
• Work alongside developers and administrators to validate that solutions in development meet the agreed requirements
• Coordina…