Business Analyst , CRM & Membership Engagement Systems
- Techrique
2 Days Ago
32-35 per Hourly
NA
Remote
3-5 Years
Required Skills: Business Administration, Information Systems, or a related field, Business Analyst, CRM, customer lifecycle management, lead management, and service request workflows, documenting business processes, preparing BRDs, FSDs, and user stories, communication, stakeholder management, and presentation skills, reporting, dashboards, and customer analytics
Job Description
Business Analyst – CRM & Membership Engagement Systems
Location: Onshore (EST Time Zone)
Experience: 5+ years
Employment Type: Contract for 6 months
About the Role:
We are seeking a Business Analyst with strong experience in CRM, membership management, and customer engagement platforms. The successful candidate will play a pivotal role in bridging business needs with technology solutions for our client, a leading Roadside Assistance service provider in the US. Alongside Roadside Assistance, the client also offers travel plans, mobile plans, credit cards, and insurance, making this role an opportunity to contribute across multiple service lines.
This role involves gathering, analysing and documenting business requirements for supporting CRM-driven sales and service processes, enhancing customer 360 capabilities, and ensuring smooth handling of customer requests, complaints, and queries.
Key Responsibilities:
Collaborate with business stakeholders across multiple offices to gather, document, and prioritize requirements.
Analyse and map membership lifecycle processes including enrolment, renewals, upgrades, and cancellations.
Support cross-sell and upsell initiatives across travel, mobile, financial services, and insurance products.
Document functional specifications, user stories, and acceptance criteria for enhancements and new features.
Partner with technology teams to design solutions, validate feasibility, and ensure timely delivery.
Conduct impact analysis for system changes and enhancements.
Facilitate workshops, requirement walkthroughs, and UAT (User Acceptance Testing).
Monitor CRM usage and generate insights on lead management, opportunity pipelines, and customer servicing.
Support reporting and dashboard requirements for performance tracking and business decision-making.
Ensure compliance with data management standards and maintain data quality across customer records.
Act as a liaison between customer support, sales, IT, and operations teams to ensure seamless customer experiences.
Qualifications and Skills:
Bachelor’s degree in Business Administration, Information Systems, or a related field.
5 years of experience as a Business Analyst, preferably in CRM, customer experience, or membership-based service environments.
Strong knowledge of customer lifecycle management, lead management, and service request workflows.
Experience in documenting business processes, preparing BRDs, FSDs, and user stories.
Familiarity with cross-selling and multi-product environments (e.g., travel, telecom, financial services, insurance).
Proficiency in analysing and interpreting data to support business decisions.
Excellent communication, stakeholder management, and presentation skills.
Ability to manage multiple priorities and work with cross-functional teams across geographies.
Experience with reporting, dashboards, and customer analytics will be a plus.
