Senior Business Analyst

• Lead CX discovery workshops and requirements gathering sessions with business stakeholders


• Analyze customer journeys and identify opportunities for experience improvement


• Define business processes, functional requirements, and solution roadmaps


• Design and recommend Salesforce-based CX solutions across Sales, Service, Marketing, Experience, and Data platforms


• Collaborate with architects, developers, and project teams to ensure successful solution delivery


• Drive stakeholder alignment, change management, and user adoption initiatives


• Support testing, training, deployment, and post-implementation optimization activities


• Provide consulting expertise during presales, solutioning, and transformation engagements

Requirements

• 11 to 15 years of overall professional experience


• Strong experience in Customer Experience (CX) consulting and digital transformation programs


• Deep understanding of CRM and customer engagement processes


• Hands-on expertise in the Salesforce ecosystem and multi-cloud implementations


• Experience in customer journey mapping, business process design, and requirements management


• Strong stakeholder management and executive communication skills


• Ability to bridge business and technology teams effectively


• Experience working in global and cross-functional delivery environments


• Bachelor's Degree in Engineering, Business Management, Information Systems, or a related field


• Resilience, emotional intelligence, and focus on agile delivery


• Deep understanding of the difference between coding and engineering


• Advanced oral English


• Advanced Spanish


• Salesforce certifications are highly preferred


• Experience in Manufacturing, Automotive, Consumer Goods, Retail, or similar industries


• Exposure to Customer Data Platforms (CDP), Personalization, AI, and Analytics solutions


• Experience leading large-scale transformation programs across multiple geographies


• MBA or equivalent postgraduate qualification is desired


• Familiarity with cloud-native foundations or AI coding assistants

Core Competencies

Demonstrates expertise in Customer Experience (CX) consulting, Salesforce ecosystem solutions, and digital transformation initiatives. Proficient in stakeholder management, customer journey mapping, and business process design to drive successful project outcomes.

Highest-signal resume keywords

• Customer Experience Consulting


• Salesforce Ecosystem Expertise


• Business Process Design


• Stakeholder Management


• Digital Transformation Programs

ATS Optimization Keywords

Hard Skills

• Customer Journey Mapping


• Requirements Management


• Functional Requirements Definition


• Solution Roadmaps


• Multi-Cloud Implementations


• Change Management


• User Adoption Initiatives


• Testing and Training Support


• Post-Implementation Optimization


• Agile Delivery

Soft Skills

• Executive Communication


• Emotional Intelligence


• Resilience


• Collaboration


• Bridging Business and Technology Teams

Certifications & Qualifications

• Salesforce Certifications


• MBA or Equivalent Postgraduate Qualification

Industry Keywords

• Manufacturing


• Automotive


• Consumer Goods


• Retail


• Digital Transformation

Tools & Technologies

• Salesforce


• Customer Data Platforms


• AI Solutions


• Analytics Solutions


• Cloud-Native Foundations