Customer Relationship Management Analyst

4 weeks ago

Deeside, Flintshire, United Kingdom Iceland Full time
Position Overview

The IT Technology Division is expanding, and we are seeking a CRM Business Analyst to enhance our Integration Team.

The CRM Business Analyst will be crucial in defining and optimizing customer relationship management strategies at Iceland. This role will serve as the primary subject matter expert within the IT Integration Team.

The ideal candidate will possess the ability to analyze and document existing processes, including business workflows and data management. They will facilitate, coordinate, and document comprehensive business requirements that will serve as the foundation for future developments. Collaboration across IT teams, the broader organization, and external partners will be essential.

Key Responsibilities

Document the current operational processes, encompassing systems, data, and business workflows. Facilitate and coordinate the documentation of detailed business requirements, including User Stories. Support the creation of innovative solutions to address business change needs. Assist internal stakeholders in managing and refining their business processes to enhance efficiency and value. Aid in overseeing key IT projects and work packages from inception to completion: ensuring adherence to timelines and milestones. delivering the expected outcomes with the required quality. achieving the anticipated benefits. Prepare reports, including business terms of reference and business requirements documentation, to prepare for development. Assist with testing as necessary. Collaborate with the Service Delivery team regarding service transitions.

Core Accountabilities

Project or Work Package:

Act as the IT liaison and first point of contact within designated business areas. Collaborate with business users to identify solutions for operational challenges or opportunities. Develop and deliver requirement documentation (Terms of Reference, Business Requirements, project lifecycle documentation, test scripts, and user guides). Upon approval of requirements, create the Product Backlog (epics, features, user stories, and tasks). May provide coaching to new employees and business stakeholders during solution handovers.

Daily Responsibilities

Accountable for the performance of activities related to supporting existing systems. Foster an Account Management relationship within the assigned business area. Provide regular updates on projects/work packages/account management within agreed timelines, incorporating project lifecycle documentation. Educate and influence business users on the significance and capabilities of systems, data management, and business processes. Stay informed about industry best practices; provide training and documentation as needed. Perform various job-related duties as assigned. Collaborate with the broader IT team to:

o assist in developing the IT strategy and milestone plan.

o coordinate the delivery of all IT projects.

o support other Business Analysts, project managers, and team members.

Performance Indicators

Maintain and update individual project documentation, including:

Proposals and Terms of Reference. Requests for Information (RFI) / Requests for Proposal (RFP) / Invitations to Tender (ITT) as applicable. Business Requirements Analysis and relevant documentation, including User Stories. Design documentation. Product backlogs. Implementation and transition plans. Periodic reporting for IT leadership. Relevant project documentation and user guides.

Ensure adherence to approved project:

Timelines. Deliverables.

Qualifications/Knowledge/Experience

Strong communication and interpersonal skills with the ability to lead and motivate teams. Excellent communication and coordination skills with the ability to gather and challenge requirements. Experience with CRM platforms such as Salesforce, Microsoft Dynamics, etc., is advantageous. Experience collaborating with senior decision-makers. No formal qualifications are required, although relevant qualifications (such as a degree in Information Technology, Computer Science, or a related field) would be beneficial. Experience working in an agile environment and managing a product backlog. Familiarity with Microsoft Azure DevOps or Jira. Experience in a fast-paced retail, supply chain, or similar environment. Development Lifecycle - Analytical skills to collaborate with business users and IT development teams to translate business challenges into system solution requirements, including soft skills such as holistic thinking and problem-solving. Management - Ability to organize resources and set priorities. Communication and relationship management skills.

Benefits

Flexible working arrangements (minimum 2 days in the office). 25 days of annual leave, plus 8 public holidays. 15% discount in-store, 30% discount at club individual restaurants. Free onsite parking. Double discount weeks. Highly subsidized onsite restaurant featuring our own Michelin Star Chef. Subsidized Costa coffee onsite. Discounted gym memberships. Charity fundraising events. Enhanced maternity/paternity leave. Long service awards. Recognition and rewards programs. Online discounts at over 150 retailers and cashback on shopping, holidays, insurance, and more.

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