Customer Relationship Management Analyst

Job Description

An exciting opportunity to be involved in the transformation of business ways of working , which enhances both customer and colleague experiences.
This role offers the ability to bring previous technical and business knowledge together whilst developing new skills
Initially working within the Project team to design, develop and implement the solution followed by supporting it’s early adoption across the business.
Ultimately you will become a key player in the ongoing maintenance and future evolvement of the solution as it adapts to meet the ever changing business needs.

About the role
The CRM Analyst plays a crucial role in bridging the gap between business needs and technology solutions within Scottish Friendly. This role empowers individuals from non-technical backgrounds to develop software applications, automation processes, and digital solutions using a low-code or no-code platforms - Creatio. Citizen Developers leverage their Customer Service and/or Back Office expertise and creativity to enhance operational efficiency, innovate business processes, and drive digital transformation initiatives.
Key responsibilities
Design: Collaborate with business stakeholders to understand requirements and design software solutions or automation workflows using low-code/no-code platforms.
Development: Develop and customize applications, interfaces, and workflows to address specific business needs, without extensive coding knowledge, using intuitive development tools.
Automation: Identify opportunities for process automation and develop workflows to streamline tasks, reduce manual efforts, and improve overall productivity.
and Quality Assurance: Conduct thorough testing of developed solutions to ensure functionality, usability, and compliance with organizational standards and best practices.
and Maintenance: Deploy applications and automation solutions into production environments and provide ongoing support, troubleshooting, and maintenance as needed.
and Communication: Work closely with cross-functional teams, including IT professionals, business analysts, and end-users, to gather requirements, solicit feedback, and ensure alignment with business objectives.
Learning: Stay abreast of emerging technologies, industry trends, and best practices in low-code/no-code development to continually enhance skills and capabilities.
and Compliance: Adhere to organizational policies, data security guidelines, and regulatory requirements while developing and deploying software solutions.

Qualifications and skills
understanding of business processes and workflows within Scottish Friendly or similar

Life/Pension/Insurance

businesses.
in using low-code/no-code development platforms such as Creatio, Microsoft Power Apps, Appian, Mendix, or similar tools is desirable, but not mandatory if willing to learn and have an appropriate aptitude.
knowledge of programming concepts and databases is a plus, but not mandatory.
problem-solving skills and the ability to translate business requirements into technical solutions.
communication and interpersonal skills to effectively collaborate with diverse stakeholders.
with a passion for learning and a drive to innovate.
to work independently and manage multiple projects simultaneously.

Scottish Friendly Values

We would like you to demonstrate the Scottish Friendly values in your role:

WE’RE IN THIS TOGETHER
collaborate and value each other’s opinion
a small team with a big impact
support each other to thrive and grow
WE CARE ABOUT OUR CUSTOMERS
customers are at the heart of everything we do
committed to doing the right things for our customers
listen to and learn from our customers
WE KEEP MOVING FORWARD
always see change as an opportunity
progress is based on careful management of our risks
have the courage to test new ideas and learn from them