Join a leading global professional services organization to unleash your potential. We are seeking a Lead Senior Associate, Business Analyst, to support customer-facing and internal product initiatives across digital sales, CRM, and automotive service operations.

This role involves partnering with Product Managers to translate strategy into detailed requirements and user stories. You will drive execution by clarifying scope and success metrics, ensuring efficient problem definition to delivery.

As part of the team, you will map end-to-end customer journeys, identify friction points, and support Salesforce CRM initiatives. You'll collaborate with various teams to ensure requirements are implementation-ready and coordinate integrations across multiple systems. Defining and tracking KPIs, supporting UAT, and creating insightful reports are also key aspects of this role.

Support product delivery for digital sales, CRM, and automotive service operations. Partner with Product Managers to create PRDs, user stories, and acceptance criteria. Assist with backlog refinement, sprint planning, and dependency alignment in Agile settings. Map customer journeys across digital sales, ownership lifecycle, and automotive service. Identify pain points through journey mapping, customer feedback, and operational insights. Support Salesforce CRM initiatives, analyzing workflows and data models. Collaborate with engineering, admins, and stakeholders on requirement implementation. Define and track key performance indicators for customer experience and service performance. Plan and execute UAT to validate business needs. Create dashboards and reports for actionable insights. Utilize AI-powered tools, diagrams, and prototypes to accelerate discovery and alignment.

Possess 7-9 years of experience as a Product or Business Analyst in digital products, CRM, or enterprise systems. Demonstrate hands-on experience with Salesforce CRM (Sales, Service, Revenue Cloud/CPQ). Exhibit a strong ability to communicate complex ideas to both technical and business audiences. Successfully manage multiple workstreams in fast-paced environments. Maintain a deep understanding of customer experience, digital sales, and automotive service workflows. Familiarity with service operations, including scheduling, repair orders, and technician workflows. Understand service, parts, warranty, and customer care system interactions. Experience collaborating with operations teams or field/service organizations. Familiarity with integrations across CRM, ERP, inventory, and contact center systems. Proficient with tools like Jira, Confluence, Figma, and Lucidchart, with strong visual thinking skills. Experience using AI-powered tools for requirements and prototyping. Bachelor’s degree in a relevant technology field is desired.