Business Analyst, CRM & Service

WSA – Wonderful Sound for All; gmina Komorniki; On-site; PLN 120,000 - 180,000; Full time

Job summary

WSA – Wonderful Sound for All in Poland seeks a skilled Business Analyst to optimize CRM processes and support Salesforce-driven initiatives. You will work across functions to improve end-to-end CRM workflows and ensure quality outcomes.

You will collaborate with global teams, train users, and translate business needs into practical CRM improvements. Fluency in English and a university degree are required.

Qualifications

• 3–5 years of analysis, CRM, and process management experience.
• Experience with quality processes and complaint handling.
• Fluency in English and university degree.

Responsibilities

• Drive analysis and improvement of complaint, incident, and case escalation processes.
• Be first point of contact for CRM users, guiding and resolving issues.
• Train users on Salesforce and CRM processes, creating training materials.
• Translate business needs into actionable CRM improvements.
• Coordinate CRM projects across stakeholders and functions.
• Document processes and manage Salesforce change requests.
• Connect CRM with Customer Service, Quality, Manufacturing, Distribution.
• Contribute to CRM product direction and agile delivery practices.

Skills

CRM

Salesforce

Business analysis

Stakeholder management

Process improvement

Documentation

English fluency

Education

Bachelor's degree in Business, IT, or related field

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.

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.