Business Analyst/ Product Owner– CRM and Marketing Systems

Position Overview

Key Responsibilities

• Collaborate with stakeholders to define the requirements, scope, and goals for the CRM system within our LOS ecosystem.
• Analyze business processes, identify gaps, and propose solutions to enhance customer relationship management and marketing workflows.
• Design user-friendly interfaces and workflows for the CRM system, ensuring seamless integration with deposit account opening, LOS, and marketing platforms.
• Create detailed documentation, including functional specifications, user stories, and process flows.
• Conduct competitive analysis of CRM solutions (e.g., Salesforce, HubSpot) to incorporate industry best practices and innovative features.
• Work closely with developers, UX/UI designers, and quality assurance teams to ensure accurate implementation of requirements.
• Lead user acceptance testing (UAT) and support change management efforts during CRM deployment.
• Provide training and support to end-users to maximize adoption and utilization of the CRM system.
• Monitor and measure CRM performance post-launch, leveraging insights to recommend enhancements.

Qualifications

• Bachelors degree in business administration, Information Systems, or a related field.
• 3+ years of experience as a Business Analyst or Product Analyst, with a focus on CRM systems (e.g., Salesforce, HubSpot, Zoho CRM).
• Proven track record of designing and implementing CRM systems or enhancements in a commercial lending, deposit account opening, or financial services environment.
• Strong understanding of CRM functionalities, including lead management, customer segmentation, marketing automation, and reporting.
• Familiarity with commercial loan origination systems (LOS) and marketing platforms is a strong plus.
• Excellent analytical and problem-solving skills with the ability to translate business needs into technical requirements.
• Proficiency in tools like JIRA, Confluence, and wireframing tools (e.g., Figma, Balsamiq).
• Exceptional communication and interpersonal skills, with the ability to engage technical and non-technical stakeholders.
• Agile/Scrum experience is preferred.