Business Analyst, CRM & AI

Business Analyst, CRM & AI

WS Audiology

Komorniki, Poland

As our Business Analyst CRM & AI, you will play a key role in shaping the future of our global customer service solutions. Working closely with business stakeholders, Product Owners, and IT teams, you will translate business challenges into digital solutions, helping drive CRM innovation, AI adoption, and service transformation across WSA.

This is an excellent opportunity for an experienced Business Analyst who enjoys solving complex business problems and wants to develop towards a Product Owner or Product Manager career path while working in a global, highly collaborative environment.

What you will do

• Partner with global business stakeholders to understand business challenges and translate them into clear business requirements, user stories, and functional specifications;
• Facilitate workshops, gather requirements, document business processes, use cases, and business cases, and identify opportunities for process improvements and automation;
• Support the development of AI-enabled and CRM solutions by working closely with Product Owners and IT teams throughout the product lifecycle;
• Analyze customer service processes and identify opportunities to improve efficiency through CRM, AI, automation, and digital product development;
• Assist with backlog preparation, prioritization, User Acceptance Testing (UAT), release readiness, and solution implementation;
• Collaborate with stakeholders across functions and geographies to ensure successful delivery of global CRM initiatives.

What you bring

Experience

• 3+ years of experience as a Business Analyst, CRM Consultant, Business Process Specialist, Process Manager, Product Owner, or in a similar role;
• Experience gathering and documenting business requirements, facilitating workshops, writing business cases, and translating business needs into functional requirements;
• Experience working with CRM platforms (Salesforce experience is highly preferred) or other digital business systems such as ERP, e-commerce, or Contact Center solutions;
• Strong analytical mindset with the ability to understand business processes and recommend practical, technology-driven improvements;
• Exposure to AI-enabled solutions or an interest in applying AI to improve business processes;
• Experience working in Agile environments (Scrum, SAFe, or similar) is an advantage;
• Experience within customer service, service operations, or another regulated industry is considered a plus.

Personal competencies

• Excellent communication and stakeholder management skills, with confidence engaging colleagues across business and IT;
• Strong analytical and problem-solving abilities with a structured approach to complex challenges;
• Curious and eager to learn new technologies, particularly within CRM and AI;
• Comfortable working in a global, multicultural environment with multiple stakeholders;
• Proactive, collaborative, and able to drive initiatives independently.