Business Analyst - AI Solutions

About the role

An analytical, proactive Business Analyst is sought to support business process improvement and the implementation and ongoing management of AI-powered solutions. The role acts as a day-to-day liaison between internal teams and the AI implementation partner, turning business needs into clear requirements, coordinating deliverables and ensuring solutions work in practice. The ideal candidate has advanced Excel skills, strong CRM knowledge and can manage responsibilities independently.

Key responsibilities

• Work with internal teams to understand business needs, document current processes and identify efficiency and customer experience improvements.
• Translate operational requirements into workflows, business rules, exceptions and escalation paths for AI and automation solutions.
• Support configuring and refining AI assistants, including instructions, reference materials, conversational tone and employee handoffs.
• Coordinate daily activities with the AI implementation partner and stakeholders, tracking priorities, deliverables, open issues and follow-up.
• Use advanced Excel to organize, reconcile and analyse information and support operational decisions.
• Maintain accurate CRM information and verify that data in AI workflows reflects approved business processes.
• Support CRM users by investigating data and workflow issues and troubleshooting routine problems.
• Test workflows and AI-generated responses against real scenarios, document findings and coordinate corrections before and after launch.
• Maintain process documentation, issue logs, user guides and project updates, and recommend improvements.

Required profile

• Bachelor's degree in Industrial Engineering, Business Administration, Business Analytics, Information Systems, Data Science or a related field, or equivalent experience.
• 2-5 years of experience in business analysis, process improvement, CRM operations, business operations or customer experience.
• Strong analytical skills, attention to detail and excellent interpersonal and communication skills.
• Initiative, sound judgment and the ability to manage priorities independently.
• Familiarity with tools such as ChatGPT, Claude or similar AI applications; experience writing structured prompts and evaluating AI responses is a plus.

Required skills

• Advanced Excel, including complex formulas, pivot tables, lookup functions and large datasets.
• Strong working knowledge of CRM platforms, data organisation, workflows and user support.
• Plus: coursework, certifications or practical experience in AI, Data Science or Business Analytics.