Business Analyst - CRM

Salary: £63,000 - 103,000 per year

Requirements:

• Strong business analysis experience with CRM change management, process mapping, and impact assessment.
• Proven test management/testing capability, including test planning, traceability, defect management, and risk-based prioritisation.
• Experience developing SOPs, training materials, and business readiness collateral for change initiatives.
• Excellent stakeholder management skills with the ability to coordinate across business, technical, and governance teams.
• Strong governance and reporting experience, including RAID management and preparation of decision papers for senior stakeholders.

Responsibilities:

• Analyse business requirements, processes, and data flows across the ePrivacy ecosystem to support CRM change initiatives.
• Ensure solutions align with business needs and deliver expected outcomes.
• Provide business support throughout testing and implementation.
• Validate requirements, assess business impacts, and drive business readiness activities to enable successful adoption of CRM changes.
• Coordinate CRM change delivery across business stakeholders and the ePrivacy team.
• Lead business testing activities, including test scope agreement, traceability, and defect management.
• Conduct impact assessments and analyse colleague/customer journey and process changes.
• Drive business readiness activities, including SOP updates, training, communications, and live proving.
• Manage governance and RAID activities, and prepare options papers for key steering committee decisions.

Technologies:

• CRM
• Support

More:

We are AMS, the worlds leading provider of Talent Acquisition and Management Services, and our contingent Workforce Solutions (CWS) service partner with NatWest to support contingent recruitment processes. We are recruiting on behalf of NatWest for a Business Analyst - CRM on a 3-month contract based either in Edinburgh or London. NatWest is a major UK retail bank serving over 17 million retail customers, with expertise across Business Services, Corporate Banking, Wealth Management, Group Functions, Retail, and Investment Banking. We offer an inclusive culture, excellent learning and development, and a focus on wellbeing, and we are committed to helping people, families, and businesses thrive through a sustainable bank.

last updated 34 week of 2026