Job Summary

Salesforce Business Analyst

Location: London, United Kingdom (Onsite)
Client: ClearBank
Employment Type: Permanent / Contract

Role Overview

Experienced Salesforce Business Analyst to support ClearBank's Salesforce transformation programme. The role will be responsible for bridging business and technology teams, analysing current-state processes, defining future-state operating models, gathering requirements, and supporting the successful implementation of Salesforce solutions.

The successful candidate will work closely with business stakeholders, Product Owners, Salesforce Architects, Developers, Operations teams, Compliance teams, and Delivery Managers to deliver customer-centric solutions across onboarding, client servicing, case management, workflow automation, and operational transformation initiatives.

A strong understanding of banking operations, customer lifecycle management, KYC/AML processes, and Salesforce platform capabilities is highly desirable.

Key Responsibilities

Key Responsibilities

Business Analysis & Requirements Management

• Facilitate workshops, discovery sessions, and stakeholder interviews.
• Gather, analyse, document, and validate business requirements.
• Translate business requirements into user stories, epics, process flows, and acceptance criteria.
• Manage requirements traceability throughout the project lifecycle.
• Support backlog refinement and prioritisation activities.

Process Analysis & Transformation

• Assess current-state business processes and identify pain points.
• Create process maps, user journeys, and business workflow documentation.
• Define future-state processes leveraging Salesforce capabilities.
• Identify opportunities for automation and operational efficiencies.
• Support business process reengineering initiatives.

Salesforce Solution Analysis

• Work closely with Salesforce Architects and Developers to define solution requirements.
• Understand Salesforce platform capabilities including:
• Service Cloud
• Sales Cloud
• Financial Services Cloud (preferred)
• Case Management
• Workflow Automation
• Customer Servicing
• Participate in solution design workshops.
• Validate proposed solutions against business objectives.

Banking & Customer Journey Expertise

Support transformation initiatives across:

• Customer onboarding
• KYC and AML processes
• Customer due diligence
• Customer servicing
• Complaint management
• Case management
• Operational workflow automation
• Customer lifecycle management

Stakeholder Management

• Act as the primary liaison between business and technology teams.
• Engage with Operations, Compliance, Risk, Product, and Technology stakeholders.
• Facilitate consensus and drive decision-making.
• Communicate project progress, risks, dependencies, and issues.

Agile Delivery Support

• Participate in Scrum ceremonies.
• Support Product Owners with backlog management.
• Assist in sprint planning and release activities.
• Ensure business requirements are effectively translated into deliverables.

Testing & Business Readiness

• Support User Acceptance Testing (UAT).
• Define business test scenarios and success criteria.
• Coordinate defect triage and resolution activities.
• Support business adoption and change management activities.

Skill Requirements

Required Experience

Essential

• 6-10 years of Business Analysis experience.
• Minimum 3 years of Salesforce-related project experience.
• Experience in Banking, Financial Services, Payments, or FinTech sectors.
• Proven track record in requirements gathering and stakeholder management.
• Experience working in Agile delivery environments.
• Strong business process analysis and documentation skills.

Banking Domain Experience

Experience in one or more of the following areas:

• Corporate Banking
• Commercial Banking
• Customer Onboarding
• KYC / AML
• Customer Servicing
• Payments
• Digital Banking
• Regulatory Compliance

Required Skills

Business Analysis

• Requirements elicitation and documentation
• User story creation
• Gap analysis
• Process mapping
• Customer journey mapping
• Functional specifications
• Workshop facilitation
• Stakeholder management
• Business case preparation

Salesforce Knowledge

• Salesforce Service Cloud
• Salesforce Sales Cloud
• Salesforce platform capabilities
• CRM processes and workflows
• Salesforce reporting and dashboards
• Customer lifecycle management

Agile & Delivery

• Scrum / Agile methodologies
• Jira / Azure DevOps
• Backlog management
• UAT coordination
• Release planning support

Communication Skills

• Executive stakeholder engagement
• Workshop moderation
• Decision-making facilitation
• Documentation and presentation skills

Other Requirements