CRM business analyst in Salesforce

Join the British Council and help shape the future of customer relationship management across a global organisation that creates international opportunities, builds connections and fosters trust between people in the UK and around the world. The British Council is the UK’s international organisation for cultural relations and educational opportunities. Operating in more than 100 countries, we connect people through arts and culture, English language, education and civil society programmes.

• As a CRM Business Analyst, you will play a pivotal role in delivering the organisation's CRM programme of work by applying advanced business analysis expertise to capture, document and analyse business requirements, while supporting the resolution of complex business and system challenges.
• You will work closely with stakeholders across the organisation to understand business needs, evaluate opportunities for improvement and help shape solutions that drive efficiency, effectiveness and user satisfaction.
• In this role, you will build a detailed understanding of existing business processes, systems and operational practices, enabling you to identify opportunities for optimisation and support the development of strategic roadmaps for change.
• You will utilise a broad range of business analysis techniques, including requirements gathering, process analysis, user testing, impact assessments, benefits mapping and solution evaluation, to support the design, development, testing and implementation of CRM initiatives.
• A key responsibility will be translating complex analysis and technical concepts into clear, compelling and persuasive recommendations, business cases and presentations that support informed decision-making and stakeholder buy-in.
• You will work collaboratively with stakeholders across Strategic Business Units, Functions and Regions, building strong relationships and developing a deep understanding of their operational environments, challenges and priorities.
• Acting as a trusted advisor and liaison between end users and the CRM programme team, you will ensure there is a shared understanding of requirements, solution options and the business implications of proposed changes.
• The role requires strong planning and organisational skills, with responsibility for managing multiple priorities and deliverables across quarterly and annual planning cycles.
• You will coordinate contributions from technical specialists, subject matter experts and business stakeholders, ensuring activities remain aligned to programme objectives and organisational priorities.
• You will also play an important role in supporting change management and user adoption.
• Working alongside project managers, trainers and business stakeholders, you will help ensure CRM initiatives deliver meaningful and sustainable business improvements.
• This includes supporting the implementation of new business processes, encouraging the adoption of new ways of working and helping employees maximise the value of new CRM capabilities through effective engagement, communication and training.

• Degree level qualification or equivalent professional experience.
• The British Council systems and global processes operate in English. Written and verbal proficiency in English is required.
• 4+ years experience in a business analysis role, with extensive experience of Salesforce Service Cloud/Sales Cloud.
• Worked with Agile / Waterfall methodologies.
• Prior experience of working with customer-facing / CRM systems in general.
• Будет плюсом: Professional qualifications in business analysis; BCS Business Analysis Foundation / Diploma certification; AgileBA Foundation & Practitioner; PMI Professional in Business Analysis (PMI-PBA); Relevant Salesforce certifications

• Contract type: Indefinite Contract
• The starting salary for this role is PLN 16,300.00 per month. The final compensation package will be determined based on the successful candidate’s skills, qualifications, and relevant experience.
• Working Model: Hybrid. British Council supports working in new ways such as hybrid working, subject to full approval by line management and conditional upon our ability to provide the appropriate level of service. This may not be appropriate for all roles but can be explored at interview.
• Employees are entitled to 20 working days of annual leave per calendar year, increasing to 26 working days per calendar year upon reaching 10 years of qualifying service.
• Applicants must have the legal right to work in Poland. Visa sponsorship and relocation assistance are not provided.
• Start Date: March 2027.
• Annual bonus equivalent to a 13th month's salary (subject to eligibility and performance requirements).
• Private medical care through Enel-Med.
• MultiSport card co-funded through the Social Fund.
• Discounts on British Council English courses and examinations for employees and their immediate family members.
• Access to Social Fund benefits, including financial grants and holiday subsidies, where applicable.
• Employee Assistance Programme.
• Ongoing professional development and the opportunity to explore diverse career paths across the organisation.