Senior Salesforce Business Analyst

Location: London, Potters Bar, Bristol or Isle of Man (Hybrid working options available)

The Business Analyst will play a key role in enabling business change through the delivery of Salesforce Financial Services Cloud solutions. You will work closely with business stakeholders, product teams and Salesforce engineering teams to define, shape and support the implementation of end-to-end financial services processes within Salesforce and its integrated ecosystem.

This role bridges business and technology, ensuring that Customer and Colleagues requirements are clearly articulated, aligned to FSC capabilities and data models, and traceable from business outcomes through to Salesforce configuration, development and testing.

The Business Analyst drives continuous improvement of customer and colleague experience through the business process reengineering, modernisation and adoption of automation (including AI).

• Collaborate with business stakeholders, product owners and Salesforce delivery teams to identify and define business needs aligned to Salesforce FSC capabilities
• Translate business objectives into Salesforce-focused requirements, including epics, features, user stories, acceptance criteria and functional specifications
• Support prioritisation of Salesforce backlog items based on business value, customer outcomes, regulatory considerations and delivery constraints
• Act as a key liaison between business teams, Salesforce platform teams and third-party suppliers to agree scope, solution design and delivery approach
• Analyse and document end-to-end financial services processes (e.g. onboarding, servicing, advice, case management), identifying opportunities to optimise through Salesforce FSC
• Ensure requirements align to Salesforce FSC data models, data quality standards and integration patterns
• Maintain high-quality analysis artefacts to support traceability from business outcomes through to Salesforce build and testing
• Support testing activities by ensuring clear acceptance criteria and validating delivered Salesforce functionality against business expectations
• Contribute to continuous improvement of Salesforce processes, features and ways of working
• Champion the use Salesforce across the business, supporting ongoing adoption and embedding.

• Enable successful delivery of Salesforce FSC initiatives that meet defined business, customer and regulatory needs
• Manage and engage stakeholders to shape Salesforce-driven change and ensure shared understanding of outcomes
• Ensure Salesforce solutions comply with legal, regulatory and governance requirements relevant to the Life & Wealth industry
• Produce business analysis deliverables that meet audit, traceability and quality standards
• Apply strong analytical and data analysis skills to understand complex Salesforce-led processes and data flows
• Support feedback loops and retrospectives to improve Salesforce delivery and adoption
• Drive continuous improvement of customer and colleague experience through business process reengineering and adoption of tools such as automation (including AI), whilst driving re-use across the organisation.

• Proven experience as a Business Analyst within financial services, ideally Life, Group Protection, Wealth or Retirement
• Hands-on experience working on Salesforce platforms, preferably Financial Services Cloud
• Strong understanding of Salesforce FSC concepts, including customer and household models, servicing journeys and case management
• Experience defining requirements for Salesforce configuration, customisation and integrations
• Experience with Lean or Systems Thinking methodologies for process improvement and collaboration, driving efficiency and removing failure demand and waste, identifying opportunities for automation, AI or other relevant tools.
• Ability to analyse and map end-to-end business processes and data flows within a Salesforce ecosystem
• Experience working with Agile delivery approaches (Scrum, Kanban) and familiarity with Waterfall where appropriate
• Strong stakeholder management skills, with the ability to communicate complex Salesforce concepts to non-technical audiences
• Experience supporting testing activities and validating Salesforce solutions against business requirements
• Familiarity with regulated environments and applying regulatory considerations to system and process design
• Deep understanding of regulatory, security, and data protection requirements relevant to Salesforce solutions in the financial services sector.
• Strong partnership with technical leads to ensure business requirements are technically feasible and aligned with best practice in security, data management, and DevOps
• Resourceful, detail-oriented and comfortable working in a fast-paced, evolving Salesforce delivery environment