Afarax is looking for a freelance CRM Business Analyst. We need you!
The project:
Our client in the utilities sector, is seeking an experienced CRM Business Analyst to strengthen their team.
Some key responsibilities:
Discover & Challenge Needs (Customer & Operations / KAM)
* Lead workshops and interviews with Key Account Managers, Customer & Operations teams, and other impacted stakeholders to capture user needs, pain points, and target outcomes.
* Translate needs into personas, user journeys, use-cases, user stories and acceptance criteria.
* Challenge and refine design principles
* Define scope boundaries: what must be in CRM vs. what remains in surrounding systems.
Define CRM Target Vision & Requirements
* Build a clear CRM vision, MVP scope, and an incremental roadmap.
* Produce high-quality analysis deliverables such as:
* Business requirements (functional & non-functional)
* Process maps (AS-IS / TO-BE)
* Data & reporting needs (customer master data, segmentation, activity tracking, pipeline, service follow-up, etc.)
* Integration needs (identity, data sources, reporting, document management, email/calendar, ticketing - depending on the client's landscape)
* Ensure requirements are testable (acceptance criteria), prioritized (value-based), and traceable (from need → requirement → solution).
Market Scan, Vendor Shortlist & Selection Support
* Conduct a structured market exploration (RFI/RFP-ready), including:
* Vendor longlist/shortlist
* Demo scripts based on real user scenarios
* Evaluation criteria & scoring model (business value, UX, integration fit, security/compliance, TCO, scalability)
* Coordinate with Security / Architecture / Procurement / Legal where needed, ensuring a transparent and rigorous selection process (documentation, decision log, evaluation evidence).
Agile Delivery & Implementation (only if applicable – after extension)
* Own and continuously refine the product backlog, priorities, and release planning
* Work hand-in-hand with technical profiles (architects, integration specialists, data specialists, security) to ensure feasibility and quality.
* Validate increments with users, organize UAT, and drive iterative improvements based on feedback.
Change, Adoption & Value Realization (only if applicable – after extension)
* Prepare and execute adoption approach: training needs, communication, new ways of working, and stakeholder alignment.
* Define success metrics and track outcomes (e.g., adoption, time saved, customer follow-up quality, data completeness, reporting reliability).
Is this you?
* Good level of Dutch and/or French and English is required.
* Experience researching and shaping customer solutions & digital software products
* Proven experience with CRM tools (selection and/or implementation and/or optimization)
* Strong ability to integrate business knowledge into structured analysis and recommendations
* Strong ability to integrate technical constraints and collaborate closely with technical profiles
* Experience in the energy sector and good knowledge of the Belgian energy market
* Comfortable in a fast-evolving environment; able to quickly integrate updates and reprioritize
* Problem-solving mindset & proactivity: propose solutions/alternatives to move forward
* Customer-oriented and autonomous
* Team spirit, intrapreneurial mindset, results oriented
How afarax supports you?
* You benefit from our extensive network
* You will have access to projects that fit your expertise
* We help and support you throughout your project
* We offer the possibility to build a valuable and lasting partnership
Check out more projects on: https://afarax.be/jobs/type/freelance/