Lead BA

Business Analyst (Customer Experience / CRM)

Location:

London (Hybrid – office attendance as required)

We’re looking for an experienced Business Analyst to support customer experience and digital transformation initiatives for a leading organisation. This is an excellent opportunity for a proactive BA who can work independently, engage with senior stakeholders, and drive business change across CRM-focused projects.

• Lead business analysis activities across customer experience and digital initiatives.
• Gather, analyse, and document business requirements.
• Facilitate workshops with business and technical stakeholders.
• Produce high-quality documentation, process maps, and functional artefacts.
• Identify business challenges and recommend practical solutions.
• Collaborate with cross‑functional teams to support CRM implementation projects.
• Work independently while managing multiple priorities in a fast‑paced environment.
• Proven experience as a Business Analyst on large-scale change or transformation programmes.
• Strong background in customer experience (CX), CRM, or digital transformation projects.
• Excellent stakeholder management and workshop facilitation skills.
• Experience creating business process maps and project documentation.
• Strong analytical and problem‑solving abilities.
• Able to work autonomously and lead BA activities.
• Experience with CRM implementation projects.
• Exposure to Microsoft Dynamics.
• Knowledge of Jira.
• Experience with in the healthcare or charity sectors.

If you’re an experienced Business Analyst looking for your next Outside IR35 contract and are available to start ASAP, we’d love to hear from you. Apply today with your latest CV.