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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