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About the Role

Play a key role in delivering efficient and effective business processes using the Pega CRM Platform. Analyze business needs and translate them into high-quality functional requirements that support customer lifecycle management and workflow automation.

Responsibilities

• Engage with business stakeholders to understand CRM, customer service, and operational requirements, facilitating workshops to elicit, analyse, and document business needs.
• Translate business requirements into detailed user stories, acceptance criteria, process flows, and functional specifications aligned with Pega best practices.
• Analyse and document end-to-end customer journeys, identifying opportunities to improve customer interactions, automate manual processes, and streamline case management.
• Define business rules, decision logic, case lifecycles, personas, user interfaces, and workflow requirements within the Pega application.
• Collaborate with Solution Architects and Pega Developers to ensure business requirements are technically feasible and aligned with the Pega implementation approach.
• Support the design of CRM capabilities including customer onboarding, customer servicing, complaints management, sales and service workflows, customer communications, and regulatory processes.
• Work closely with integration teams to define requirements for interfaces with CRM, KYC, document management, payment, authentication, and third-party systems using APIs, JSON, XML, and messaging services.
• Maintain and prioritise the squad’s product backlog, participating in backlog refinement, sprint planning, estimation sessions, daily stand-ups, sprint reviews, and retrospectives.
• Perform impact analysis for proposed changes, identifying downstream impacts across customer journeys, business processes, integrations, and operational teams.
• Support User Acceptance Testing (UAT), validating that delivered functionality meets business requirements and acceptance criteria.
• Review delivered functionality throughout the sprint lifecycle, ensuring solutions align with business objectives and Pega guardrail principles.
• Produce process models, business workflow diagrams, wireframes, and supporting documentation using tools such as Miro, Visio, Figma, or similar collaboration platforms.
• Analyse operational and customer performance metrics to identify opportunities for continuous improvement and process optimisation.
• Promote Agile and collaborative working practices while mentoring junior Business Analysts and contributing to continuous improvement within the BA community.
• Ensure all solutions comply with organisational governance, security, data privacy, regulatory, and audit requirements.
• Undertake such other duties, training and/or hours of work as may be reasonably required and which are consistent with the general level of responsibility of this role.

Requirements

• Proven Business Analyst experience delivering CRM or customer lifecycle solutions within financial services.
• Strong requirements elicitation, user story writing, process modelling, and stakeholder management skills.
• Experience working in Agile delivery teams, including backlog management, sprint planning, refinement, and UAT.
• Experience analysing end-to-end customer journeys and business process improvement.
• Experience using collaboration and process modelling tools such as Miro, Visio, or Figma.
• Excellent communication, analytical, and problem-solving skills.
• Self-motivated with the ability to mentor junior Business Analysts.
• Good understanding of the software development life cycle.

Skills

• Pega CRM Platform
• Customer lifecycle management
• Workflow automation
• Agile delivery practices
• User stories
• Acceptance criteria
• Process flows
• Functional specifications
• Customer journeys
• Case management
• Business rules
• Decision logic
• Case lifecycles
• Personas
• User interfaces
• Workflow requirements
• APIs
• JSON
• XML
• Messaging services
• Product backlog management
• Backlog refinement
• Sprint planning
• Estimation sessions
• Daily stand-ups
• Sprint reviews
• Retrospectives
• Impact analysis
• User Acceptance Testing (UAT)
• Process models
• Business workflow diagrams
• Wireframes
• Miro
• Visio
• Figma
• Collaboration platforms
• Performance metrics
• Agile
• Mentoring
• Governance
• Security
• Data privacy
• Regulatory requirements
• Audit requirements
• Pega Platform
• CRM platforms
• Software development life cycle
• System integrations
• Business Analysis certifications
• Agile certifications
• Pega certifications

Location

• London, UK

Work Type

• Onsite
• Full-time

Experience Level

• Mid-level

Education Level

• Relevant Business Analysis, Agile, or Pega certifications