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Senior Business Analyst
Location
Brussels
Job Type
Full time
Job Title: Senior CRM Business Analyst (Discovery & Tool Selection)
Location: Belgium (Hybrid – Empereur)
Start Date: ASAP
Duration: Until the end of the year (extension possible)
About the Project
Our client is a key player within the Belgian and European energy landscape, contributing to the development of a reliable, sustainable, and future-proof electricity infrastructure.
You will join a collaborative environment alongside internal teams and external experts, supporting strategic initiatives that drive digital transformation and improve customer-centric operations.
Role Overview
We are looking for a Senior CRM Business Analyst to lead a comprehensive CRM discovery and tool selection initiative.
In this role, you will be responsible for gathering and structuring business needs, defining a clear CRM vision, and supporting the evaluation and selection of suitable CRM solutions. Depending on project evolution, you may also contribute to the implementation and adoption phase in an agile setup.
This position requires strong analytical capabilities, stakeholder management, and experience bridging business and IT.
Responsibilities
Lead workshops and interviews with key stakeholders (e.g. Key Account Managers, Customer & Operations teams) to capture business needs, pain points, and target outcomes
Translate business needs into structured deliverables such as personas, user journeys, use cases, user stories, and acceptance criteria
Define scope boundaries between CRM and surrounding systems, and challenge design principles where needed
Define the CRM target vision, including MVP scope and roadmap
Produce high-quality analysis deliverables:
Functional and non-functional requirements
AS-IS / TO-BE process maps
Data and reporting requirements
Integration needs across systems
Ensure requirements are clear, testable, prioritized, and traceable
Conduct a structured CRM market scan (RFI/RFP-ready), including vendor longlisting and shortlisting
Develop demo scripts based on real business scenarios
Define and apply evaluation criteria (business value, UX, integration, compliance, scalability, TCO)
Collaborate with internal stakeholders such as architecture, security, procurement, and legal
Support agile delivery if applicable:
Contribute to backlog definition and prioritization
Work closely with technical teams (architects, integration, data, security)
Support user validation and UAT cycles
Contribute to change management and adoption if applicable:
Support training, communication, and stakeholder alignment
Define and track success metrics (e.g. adoption, efficiency, data quality)
Requirements
Fluency in English and Dutch and/or French
Proven experience as a Business Analyst, preferably within CRM or digital transformation projects
Hands-on experience with CRM tools (selection, implementation, and/or optimization)
Strong experience in requirements gathering, process modeling, and stakeholder management
Ability to translate business needs into structured, actionable insights and recommendations
Strong collaboration skills with both business and technical stakeholders
Experience with vendor selection processes (RFI/RFP) is a strong advantage
Experience in the energy sector and knowledge of the Belgian market is a plus
Comfortable working in a fast-paced, evolving environment with changing priorities
Strong analytical thinking, problem-solving mindset, and proactivity
Autonomous, customer-oriented, and results-driven
Strong team player with an intrapreneurial mindset
Location: Belgium (Hybrid – Empereur)
Start Date: ASAP
Duration: Until the end of the year (extension possible)
About the Project
Our client is a key player within the Belgian and European energy landscape, contributing to the development of a reliable, sustainable, and future-proof electricity infrastructure.
You will join a collaborative environment alongside internal teams and external experts, supporting strategic initiatives that drive digital transformation and improve customer-centric operations.
Role Overview
We are looking for a Senior CRM Business Analyst to lead a comprehensive CRM discovery and tool selection initiative.
In this role, you will be responsible for gathering and structuring business needs, defining a clear CRM vision, and supporting the evaluation and selection of suitable CRM solutions. Depending on project evolution, you may also contribute to the implementation and adoption phase in an agile setup.
This position requires strong analytical capabilities, stakeholder management, and experience bridging business and IT.
Responsibilities
Lead workshops and interviews with key stakeholders (e.g. Key Account Managers, Customer & Operations teams) to capture business needs, pain points, and target outcomes
Translate business needs into structured deliverables such as personas, user journeys, use cases, user stories, and acceptance criteria
Define scope boundaries between CRM and surrounding systems, and challenge design principles where needed
Define the CRM target vision, including MVP scope and roadmap
Produce high-quality analysis deliverables:
Functional and non-functional requirements
AS-IS / TO-BE process maps
Data and reporting requirements
Integration needs across systems
Ensure requirements are clear, testable, prioritized, and traceable
Conduct a structured CRM market scan (RFI/RFP-ready), including vendor longlisting and shortlisting
Develop demo scripts based on real business scenarios
Define and apply evaluation criteria (business value, UX, integration, compliance, scalability, TCO)
Collaborate with internal stakeholders such as architecture, security, procurement, and legal
Support agile delivery if applicable:
Contribute to backlog definition and prioritization
Work closely with technical teams (architects, integration, data, security)
Support user validation and UAT cycles
Contribute to change management and adoption if applicable:
Support training, communication, and stakeholder alignment
Define and track success metrics (e.g. adoption, efficiency, data quality)
Requirements
Fluency in English and Dutch and/or French
Proven experience as a Business Analyst, preferably within CRM or digital transformation projects
Hands-on experience with CRM tools (selection, implementation, and/or optimization)
Strong experience in requirements gathering, process modeling, and stakeholder management
Ability to translate business needs into structured, actionable insights and recommendations
Strong collaboration skills with both business and technical stakeholders
Experience with vendor selection processes (RFI/RFP) is a strong advantage
Experience in the energy sector and knowledge of the Belgian market is a plus
Comfortable working in a fast-paced, evolving environment with changing priorities
Strong analytical thinking, problem-solving mindset, and proactivity
Autonomous, customer-oriented, and results-driven
Strong team player with an intrapreneurial mindset
FAQ
Questions candidates ask before applying
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