Business Analyst - 3 days per week

BA (3 days/week). Map customer journeys & shape requirements for a new CRM at a major SA cultural organisation Your new company
An iconic South Australian cultural institution is seeking a mid-senior level Business Analyst to support a major customer-experience and CRM uplift initiative. This organisation is widely recognised for its strong public presence and commitment to enhancing visitor, member, and donor engagement.

They are seeking someone to commence as soon as possible, ideally 3 days per week, with flexibility to increase hours for the right candidate.
Your new role
As the Business Analyst, you will play a pivotal role in shaping a renewed customer experience framework and laying the foundation for a new CRM solution. You will:

1. Map & Improve the Customer Journey

• Consult with staff to document how visitors, members and donors currently interact with the organisation.
• Develop a proposed future-state journey that strengthens:
  • Membership growth and retention
  • Donor engagement
  • Understanding customer motivations
  • Tailored communications
  • Customer service delivery
  • Relationship nurturing
  • Donation and gift tracking

2. Shape the Future CRM Foundation

• Identify systems and integrations needed to support enhanced engagement.
• Clarify and document the scope of a CRM uplift project.
• Develop business specifications to inform procurement, system configuration, and user acceptance testing.

What you'll need to succeed
You will be a mid-senior level BA with experience across:

• Customer journey mapping and service-design thinking
• CRM uplift or replacement projects
• Working with diverse stakeholder groups
• Documenting current/future-state processes
• Producing structured, actionable business specifications

A background in membership-based, donor-focused, or community-facing organisations will be highly valued.
What you'll get in return

• Influence a major customer-experience transformation within a cultural institution
• Part-time flexibility (3 days/week) and immediate start
• Ability to shape a new CRM platform from the ground up
• Hourly-rate contract through Hays

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
#2976368