Description
AMS is the world's leading provider of Talent Acquisition and Management Services.
Our contingent Workforce Solutions (CWS) service partner with NatWest to support contingent recruitment processes.
On behalf of NatWest, we are looking for a Lead Business Analyst - CRM for a 3-month contract based either in Edinburgh or London.
NatWest is a major UK retail bank, providing every day banking services to over 17 million retail customers.
The banks expertise and services span across Business Services, Corporate banking, Wealth Management, Group Functions, Retail and Investment Banking.
Purpose of the role
The Lead Business Analyst - CRM will lead the analysis, testing, business readiness, and implementation of CRM changes, ensuring alignment between business stakeholders and technical teams while minimising operational risk and maximising business value.
The role is responsible for driving stakeholder engagement, governance, process improvements, defect management, and change adoption through effective training, communications, and business readiness activities.
What you'll do
- Lead coordination of CRM change activities across business stakeholders and the ePrivacy team to ensure successful delivery.
- Define, validate, and gain agreement on testing scope, ensuring traceability of test scenarios to business requirements.
- Assess, prioritise, and manage defects and business impacts, collaborating with developers and stakeholders to drive resolution.
- Conduct business impact analysis, process reviews, and SOP updates, providing recommendations and decision papers for governance approval.
- Support business readiness and implementation activities, including live proving, training, communications, and adoption planning.
- Establish and manage change governance, RAID tracking, and key performance metrics to monitor implementation success.
The skills you'll need
- Strong Business Analysis experience with CRM transformation, change, and implementation projects.
- Proven test management/UAT experience, including test planning, traceability, defect management, and risk-based testing.
- Expertise in business process analysis, impact assessment, journey mapping, and SOP documentation.
- Experience in business readiness, training, communications, and change implementation activities.
- Strong stakeholder management and facilitation skills, with the ability to build consensus across business and technical teams.
- Knowledge of governance frameworks, RAID management, reporting, and decision-making support through business cases and options papers.
Next steps
With an inclusive culture, excellent learning and development, and focus on wellbeing, there are plenty of reasons why NatWest is a great place to work in a temporary job.
And you'll be helping to build a sustainable bank, committed to helping people, families, and businesses to thrive.