Business Analyst, CRM & AI

WSA – Wonderful Sound for All; gmina Komorniki; On-site; PLN 90,000 - 130,000; Full time

Job summary

WSA – Wonderful Sound for All, a global leader in hearing solutions, seeks a Business Analyst CRM & AI to translate business challenges into digital CRM and AI-driven solutions. You will partner with stakeholders, document requirements, and help drive service transformation across our organization.

You will work in a fast-paced, collaborative environment, shaping CRM initiatives, supporting AI adoption, and growing toward Product Owner or Product Manager roles within a worldwide team.

Qualifications

• 3+ years of experience as a Business Analyst or similar role.
• Experience gathering requirements, facilitating workshops, and translating needs into functional specs.
• Experience with CRM platforms (Salesforce preferred) or ERP/e-commerce/Contact Center systems.
• Analytical mindset with ability to improve processes using technology.
• Exposure to AI-enabled solutions or interest in applying AI to business processes.

Responsibilities

• Partner with global stakeholders to understand challenges and translate into requirements, user stories, and specs.
• Facilitate workshops, document processes, use cases, and business cases; identify process improvements.
• Support AI-enabled and CRM solutions by working with Product Owners and IT teams.
• Analyze customer service processes to improve efficiency through CRM, AI, automation, and digital product development.
• Assist backlog prep, prioritization, UAT, release readiness, and solution implementation.
• Collaborate across functions and geographies to deliver global CRM initiatives.

Skills

CRM

Salesforce

Agile

Stakeholder mgmt

AI awareness

Tools

Salesforce

Job description

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.

As our Business Analyst CRM & AI, you will play a key role in shaping the future of our global customer service solutions. Working closely with business stakeholders, Product Owners, and IT teams, you will translate business challenges into digital solutions, helping drive CRM innovation, AI adoption, and service transformation across WSA.

This is an excellent opportunity for an experienced Business Analyst who enjoys solving complex business problems and wants to develop towards a Product Owner or Product Manager career path while working in a global, highly collaborative environment.

What You Will Do

• Partner with global business stakeholders to understand business challenges and translate them into clear business requirements, user stories, and functional specifications.
• Facilitate workshops, gather requirements, document business processes, use cases, and business cases, and identify opportunities for process improvements and automation.
• Support the development of AI-enabled and CRM solutions by working closely with Product Owners and IT teams throughout the product lifecycle.
• Analyze customer service processes and identify opportunities to improve efficiency through CRM, AI, automation, and digital product development.
• Assist with backlog preparation, prioritization, User Acceptance Testing (UAT), release readiness, and solution implementation.
• Collaborate with stakeholders across functions and geographies to ensure successful delivery of global CRM initiatives.

What you bring

• 3+ years of experience as a Business Analyst, CRM Consultant, Business Process Specialist, Process Manager, Product Owner, or in a similar role.
• Experience gathering and documenting business requirements, facilitating workshops, writing business cases, and translating business needs into functional requirements.
• Experience working with CRM platforms (Salesforce experience is highly preferred) or other digital business systems such as ERP, e-commerce, or Contact Center solutions.
• Strong analytical mindset with the ability to understand business processes and recommend practical, technology-driven improvements.
• Exposure to AI-enabled solutions or an interest in applying AI to improve business processes.
• Experience working in Agile environments (Scrum, SAFe, or similar) is an advantage.
• Experience within customer service, service operations, or another regulated industry is considered a plus.

Personal competencies

• Excellent communication and stakeholder management skills, with confidence engaging colleagues across business and IT.
• Strong analytical and problem-solving abilities with a structured approach to complex challenges.
• Curious and eager to learn new technologies, particularly within CRM and AI.
• Comfortable working in a global, multicultural environment with multiple stakeholders.
• Proactive, collaborative, and able to drive initiatives independently.

What We Offer

You will be based in our office in Komorniki, Poland, working alongside other Poland-based colleagues while being part of a global CRM Service team. Your manager will be based in Lynge, Denmark, giving you the opportunity to collaborate with colleagues across markets and functions.

In this role, you'll gain exposure to a wide variety of stakeholders and strategic initiatives, making it an ideal next step for someone who wants to grow into a Product Owner, Product Manager, or Senior Business Analyst role.

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.