Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries.
People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities – work / life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden.
CRM Business Analyst
Location: Central London (Hybrid: 2–3 days onsite per week)
Reports to: CRM Product Manager
CRM Business Analyst - Role Overview
We are looking for a proactive, detail-oriented Business Analyst to bridge the gap between business stakeholders and our CRM product development team. The successful candidate will be skilled at building strong relationships across the business, eliciting and challenging requirements, and translating business needs into clear, actionable specifications for technical teams. They will play a key role in shaping CRM product enhancements, maintaining business scenarios across multiple business units, ensuring high-quality product documentation, leading User Acceptance Testing (UAT), supporting product demonstrations, and using data-driven insights to continuously improve product performance, user experience, and adoption.
Key Responsibilities
Requirements Management
Elicit, analyse, challenge and document business requirements through workshops, interviews and stakeholder engagement.
Translate business requirements into clear user stories, acceptance criteria and business scenarios for the Salesforce development team.
Create process maps, wireframes / mock-ups where required to define user experience and user journey
Support Product Owner in user story prioritisation based on business value, technical feasibility and strategic objectives.
Define and maintain CRM business process and process catalogue
Conduct data analysis to support product decisions and identify opportunities for continuous improvement.
Stakeholder Management
Build trusted relationships with stakeholders across business units, IT and delivery teams.
Facilitate workshops to elicit, validate and refine business requirements.
Challenge assumptions and identify opportunities to improve business processes.
Manage stakeholder expectations and communicate progress throughout the product lifecycle.
Act as the primary point of contact between business stakeholders and the Salesforce product team.
Documentation & Governance
Create, maintain, and update product documentation, including:
Feature specifications
Release notes
Process documentation
Ensure documentation is clear, consistent, and aligned with product strategy.
Maintain a structured repository of product assets and documentation.
Support version control and documentation governance standards.
Maintain traceability between business requirements, user stories, solution design and delivered functionality.
User Acceptance Testing
Own the planning and coordination of User Acceptance Testing.
Develop business test scenarios and acceptance test scripts.
Coordinate business users through UAT activities.
Manage defects through to resolution. Support sign-off for production releases.
Product Adoption & Change
Prepare product demo materials, scripts, and walkthroughs.
Support internal and client-facing product demonstrations.
Assist in developing training materials and user guides.
Partner with the Change Management team to ensure accurate product messaging.
Gather feedback from demos to inform product improvements.
Support tracking of key product metrics (usage, adoption, feature engagement).
Train the trainer on the new functionalities
Help measure the impact of new features and releases.
Technical Collaboration & Delivery
Work closely with the Product Owner and support in sprint planning, backlog grooming, and release preparation.
Liaise with technical architects and developers in clarifying requirements and use cases
Review and validation of the technical solution design developed by the technical team and ensure alignment with requirements and business scenarios
Support business with structuring requests to the Support team for small change requests and own communication with the business teams.
Desired Skill Set and Experience
Proven experience as a Business Analyst, Product Analyst, CRM Analyst, or similar role supporting product development, digital transformation, or business change initiatives.
Experience within insurance or another complex, regulated industry is desirable, with the ability to translate business needs into clear user stories, acceptance criteria, process flows, and business scenarios.
Experience working in Agile delivery environments, including backlog refinement, sprint planning, release preparation, UAT planning, and collaboration with Product Owners and technical teams.
Confident in engaging stakeholders across business and technology teams, gathering requirements, clarifying priorities, and managing feedback in a structured and professional manner.
Excellent documentation skills, with experience creating and maintaining feature specifications, release notes, process documentation, training materials, user guides, and product repositories.
Experience supporting User Acceptance Testing, including test scenario preparation, defect triage, business validation, and coordination with end users.
Ability to create clear wireframes, mock-ups, walkthroughs, demo scripts, and user journey materials
Comfortable working with data to identify trends, track adoption, assess product usage, and provide insights that support product decisions and continuous improvement.
Strong communication and presentation skills, with the ability to support internal demonstrations, train-the-trainer sessions, and product messaging for change and adoption activities.
Highly organised and detail-oriented, with the ability to manage multiple priorities, maintain governance standards, and ensure consistency across product documentation and delivery artefacts.
Strong analytical and problem-solving skills.
Ability to simplify complex business processes and technical concepts.
Experience facilitating workshops with senior stakeholders.
Ability to influence decisions without direct authority.
Experience working with Salesforce or other enterprise CRM platforms (desirable/essential depending on your needs).
Experience using Azure DevOps, Jira or similar backlog management tools.
Experience with Visio, Lucid chart or other process modelling tools.
Collaborative and proactive working style, with confidence liaising with technical architects, developers, support teams, change managers, and business stakeholders.
A career that you define. At Howden, we value diversity – there is no one Howden type. Instead, we’re looking for individuals who share the same values as us:
Our successes have all come from someone brave enough to try something new
We support each other in the small everyday moments and the bigger challenges
We are determined to make a positive difference at work and beyond
We're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*.
If you're excited by this role but have some doubts about whether it’s the right fit for you, send us your application – if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.
*Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.
Permanent
