Business Analyst (Insurance Salesforce)

Business Analysis & Requirement Gathering

• Engage with business stakeholders to understand customer journey sales service and operational requirements.

• Elicit analyze document and validate business requirements functional specifications user stories and process flows.

• Translate business needs into Salesforce-enabled solutions and process improvements.

• Conduct gap analysis between current and target-state processes.

CRM & Salesforce Transformation

• Support Salesforce implementation enhancement and optimization initiatives.

• Collaborate with Salesforce architects developers and product owners to define CRM solutions.

• Drive improvements in lead management customer onboarding policy servicing customer engagement and retention processes.

• Ensure CRM solutions align with business objectives and customer experience goals.

Customer Onboarding & Process Consulting

• Analyze and optimize customer onboarding journeys across digital and assisted channels.

• Identify bottlenecks inefficiencies and automation opportunities within customer-facing processes.

• Support process redesign and streamlining initiatives to improve operational efficiency and customer satisfaction.

• Recommend best practices for CRM adoption and customer lifecycle management.

Stakeholder Management

• Work closely with senior business leaders operations teams sales teams customer service teams and technology stakeholders.

• Facilitate workshops requirement sessions and solution reviews.

• Present findings recommendations and project updates to key stakeholders.

• Build consensus across business and technology teams to drive successful delivery.

Delivery & Testing Support

• Support Agile delivery teams throughout the project lifecycle.

• Participate in sprint planning backlog grooming and requirement prioritization.

• Assist with UAT planning test case reviews defect management and business sign-offs.

• Ensure delivered solutions meet business expectations and user requirements.