Job Introduction
About Handelsbanken
Handelsbanken UK is embarking on a digital transformation programme that will result in internal process efficiencies and an enhanced customer experience, affording greater choice and flexibility to customers around how they interact with the Bank.
Summary
The Salesforce Business Analyst will play a key role within the CRM Programme which is one of the Bank’s key strategic transformation initiatives.
Recently mobilised, the Programme aims to deliver a significant step change in customer experience, in particular through the standardisation, simplification and digital enablement of those processes used to onboard, manage relationships and interact with customers.
Central to the Programme is the implementation of the Salesforce financial services cloud which provides the customer 360 view and ensures the delivery of consistent, high quality customer journeys across all channels.
We are now recruiting for a Salesforce Business Analyst who will be responsible, initially, for documenting requirements related to customer onboarding and the management of vulnerable customers.
Prior experience of being involved in high-profile CRM projects within financial services is essential with experience of implementing Salesforce financial services cloud significantly preferred.
Main Responsibility
- Requirements engineering: work with Product Owners, Solution Architects and stakeholders to elicit, document, analyse and validate stakeholder requirements (functional and non-functional) in the form of user stories and subsequent acceptance criteria
- Work with the Product Owner and Product Management function to help break down large strategic initiatives into smaller deliverables that deliver working solutions or value for the firm
- Create acceptance criteria and ensure both vertical and horizontal requirement traceability
- Review QA, write UAT test scripts and support end-users with execution of UAT test script
- Business case creation, feasibility study and solution evaluation: analysing and assessing risks and impacts of solution options, performing cost-benefit analysis and collaborating with a variety of stakeholders to achieve an investment decision
- Perform routine administration and configuration functions in Salesforce and troubleshoot production issues
- Strategy analysis: exploring and analysing current situations, internal and external strategic drivers, implementation strategies and identifying risks and impacts of a desired implementation approach.
- Process Design: ability to document both the AS-IS and TO-BE situations for relevant business domains
- Planning and monitoring deliverables: monitor and manage their own BA and wider project deliverables. Escalate and manage risks and issues as they arise.
- Change Delivery: Helping identify impacts to the Business, Processes, IT Systems and Organisational structure.
- Business readiness - Planning and co-ordinating communications and training to support the Project implementation
- Collaborative working: Active participants and contributors within the Bank’s BA practice
The Ideal Candidate
- Experience with configuring Salesforce Financial Services Cloud and associated Salesforce accreditations
- Experience with customer onboarding and financial crime
- Experience in Agile ways of working
- Experience of using Jira / Confluence for backlog management
- Effective Stakeholder Management
- Able to effectively communicate to varying levels of Stakeholders
- Analytical approach to work; varying ways to problem solve (e.g. data analysis, MI), root-cause analysis etc.
- Be able to work autonomously and as part of a wider team
- Experience in modelling business processes, preferably BPMN or other industry modelling standards
- Experience working within the Financial Services sector is also desirable
Package Description
Competitive + Benefits
About the Company
Handelsbanken is a relationship bank with a decentralised way of working, a strong local presence thanks to a nationwide network of branches, and a long-term approach to customer relations. Each Handelsbanken branch operates as a local business enabling it to make decisions at a local level and provide a bespoke service. The focus is always on the need of the individual customer and not on the sale of specific products.
The Bank is deeply committed to embedding good equality and diversity practice into all of our activities. This is so that we are an inclusive, welcoming and inspiring place to work that encourages everyone to apply, regardless of socio-economic background, age, disability, pregnancy and/or parental status, race (including colour, nationality, and ethnic or national origin), veteran status, marital and civil partnership status, religion or belief, sex, gender reassignment or sexual orientation.