Business Analyst, CRM & Service

Driven by the passion to improve quality of people’s lives, WSA continues to grow as a market leader in the hearing aid industry. With our commitment to increase penetration in an underserved hearing care market, we want to accelerate our business transformation in order to reach more people, more effectively.

You will own the day-to-day business analysis and coordination for your areas, partnering closely with the CRM Product Owners and stakeholders across the organisation to define priorities and turn business requirements into practical solutions. You will also be the first point of contact for CRM key users in global, non-affiliate teams, providing guidance, driving follow-up activities and enabling users through Salesforce-related training.

You will join a global CRM setup in a large international organisation, working with colleagues across functions and countries. The role combines independent business analysis, process ownership, stakeholder management, end-user enablement and project coordination, giving you the opportunity to influence how global CRM case management works across WSA.

What you will do

• Drive the analysis and continuous improvement of global Complaint Management, Incident Management and case escalation processes

• Act as the first point of contact for CRM key users in global functions, providing guidance, resolving issues and ensuring effective follow-up

• Train end users and key users on Salesforce and related CRM processes, including developing training materials and enablement approaches

• Analyse business processes, data and CRM requirements and translate them into actionable improvements

• Coordinate projects related to CRM case management, working across multiple stakeholders and functions

• Document business processes and manage change requests towards Salesforce in collaboration with business and IT stakeholders

• Connect CRM, Customer Service, Quality, Manufacturing, Distribution and other global functions to strengthen end-to-end processes

• Contribute to CRM product direction, governance, ways of working and agile delivery practices.

What you bring

Experience

• 3–5 years of relevant professional experience in business analysis, CRM, process management or a related area

• Experience with quality processes, complaint handling, incident management and/or case escalations

• Experience working with a market-leading CRM system, ideally Salesforce; strong process knowledge is more important than deep system expertise

• Experience driving business-process and end-to-end process improvements, ideally in a large or global organisation

• Experience training or supporting end users and key users, and translating business needs into practical solutions

• Understanding of a B2B environment and the ability to represent business needs towards IT

• A university degree in Business, IT, R&D or a related field

• Fluency in English.

Personal competencies

• Strong communication and stakeholder management skills, with confidence working across functions and organisational levels

• A structured and analytical approach, with the ability to understand complex processes and data

• A collaborative mindset and the ability to build effective relationships across a multicultural, global organisation

• Strong ownership, initiative and a hands-on approach to solving day-to-day issues and driving improvements

• Ability to translate complex business requirements into clear actions and communicate effectively with both business and IT stakeholders.
  

Who we are

At WSA, we provide innovative hearing aids and hearing health services.

Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world.

With us, you will become part of a truly global company where we care for one another, welcome diversity and celebrate our successes.

Sounds wonderful? We can't wait to hear from you.

WSA is an equal-opportunity employer and committed to creating an inclusive employee experience for all. Regardless of race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status we firmly believe that our work is at its best when everyone feels free to be their most authentic self.