CRM Business Analyst

afarax is looking for a freelance CRM Business Analyst. We need you!

The project:

Our client in the utilities sector, is seeking an experienced CRM Business Analyst to strengthen their team.

Some key responsibilities:

Discover & Challenge Needs (Customer & Operations / KAM)

• Lead workshops and interviews with Key Account Managers, Customer & Operations teams, and other impacted stakeholders to capture user needs, pain points, and target outcomes.
• Translate needs into personas, user journeys, use-cases, user stories and acceptance criteria.
• Challenge and refine design principles
• Define scope boundaries: what must be in CRM vs. what remains in surrounding systems.

Define CRM Target Vision & Requirements

• Build a clear CRM vision, MVP scope, and an incremental roadmap.
• Produce high-quality analysis deliverables such as:
• Business requirements (functional & non-functional)
• Process maps (AS-IS / TO-BE)
• Data & reporting needs (customer master data, segmentation, activity tracking, pipeline, service follow-up, etc.)
• Integration needs (identity, data sources, reporting, document management, email/calendar, ticketing - depending on the client's landscape)
• Ensure requirements are testable (acceptance criteria), prioritized (value-based), and traceable (from need → requirement → solution).

Market Scan, Vendor Shortlist & Selection Support

• Conduct a structured market exploration (RFI/RFP-ready), including:
• Vendor longlist/shortlist
• Demo scripts based on real user scenarios
• Evaluation criteria & scoring model (business value, UX, integration fit, security/compliance, TCO, scalability)
• Coordinate with Security / Architecture / Procurement / Legal where needed, ensuring a transparent and rigorous selection process (documentation, decision log, evaluation evidence).

Agile Delivery & Implementation (only if applicable – after extension)

• Own and continuously refine the product backlog, priorities, and release planning
• Work hand-in-hand with technical profiles (architects, integration specialists, data specialists, security) to ensure feasibility and quality.
• Validate increments with users, organize UAT, and drive iterative improvements based on feedback.

Change, Adoption & Value Realization (only if applicable – after extension)

• Prepare and execute adoption approach: training needs, communication, new ways of working, and stakeholder alignment.
• Define success metrics and track outcomes (e.g., adoption, time saved, customer follow-up quality, data completeness, reporting reliability).

Is this you?

• Good level of Dutch and/or French and English is required.
• Experience researching and shaping customer solutions & digital software products
• Proven experience with CRM tools (selection and/or implementation and/or optimization)
• Strong ability to integrate business knowledge into structured analysis and recommendations
• Strong ability to integrate technical constraints and collaborate closely with technical profiles
• Experience in the energy sector and good knowledge of the Belgian energy market
• Comfortable in a fast-evolving environment; able to quickly integrate updates and reprioritize
• Problem-solving mindset & proactivity: propose solutions/alternatives to move forward
• Customer-oriented and autonomous
• Team spirit, intrapreneurial mindset, results oriented

How afarax supports you?

• You benefit from our extensive network
• You will have access to projects that fit your expertise
• We help and support you throughout your project
• We offer the possibility to build a valuable and lasting partnership

Check out more projects on: https://afarax.be/jobs/type/freelance/