CRM Process Change Analyst

Blue Cross For Pets; Fulbrook; Hybrid; GBP 35,000 - GBP 42,000; Full time

Job summary

A leading animal welfare charity is looking for a CRM Process Change Analyst to enhance operational system changes aligned with user needs. This fixed-term full-time role based in Burford involves leading change analysis and documenting CRM processes, with a strong emphasis on Microsoft Dynamics 365 CRM. The ideal candidate will have a proven record in business change analysis, effective stakeholder communication, and a passion for technology. Competitive salary and extensive benefits including health support, generous holidays, and a pension scheme await the successful applicant.

Benefits

38 days holiday rising to 43 with service

Programs for physical and mental wellbeing support

Free access to GP services

Health cash plan

Employee assistance programme

Pension scheme with enhanced employer contribution

Personal development support

Life assurance

20% discount on pet insurance

Recognition scheme

Annual volunteer days

Charity worker discounts

Qualifications

• Demonstrable experience as a business or change analyst.
• Experience with technology change implementations.
• Strong functional knowledge of Microsoft Dynamics CRM.
• Ability to communicate and negotiate with various stakeholders.

Responsibilities

• Lead process change and impact analysis for operational system updates.
• Translate operational procedures to gather requirements.
• Produce high-quality system process documentation.
• Coordinate project resources and champion positive organizational change.

Skills

Experience as a business or change analyst

Technology change implementations

Functional knowledge of Microsoft Dynamics CRM

Effective communication skills

Stakeholder engagement

Tools

Microsoft Dynamics 365 CRM

Job description

CRM Process Change Analyst - Fixed Term Contract

Application Deadline: 22 February 2026

Department: Information Services

Employment Type: Fixed Term - Full Time

Location: Burford

Reporting To: Head of Enterprise Solutions

Compensation: £35,776 - £41,600 / year

Description

Contract: Fixed Term Contract (ends on 31st December 2026), full time (35 hours per week)

Salary: £35,776 - £41,600 per annum plus benefits

Location: Shilton Road, Burford OX18 4PF (Hybrid)

Closing date: Sunday 22nd February 2026

Interview date: W/C 2nd March 2026

We're looking for a CRM Process Change Analyst (Microsoft Dynamics 365 CRM) to join our IS Enterprise Solutions Team, playing a crucial role in leading the process change and impact analysis of our operational system changes, ensuring it meets the needs of our supporters, customers, clients, and teams whilst going through an exciting time of change!

More about the role

Blue Cross is a complex organisation delivering a wide range of services, from veterinary care and fundraising to rehoming and education programmes. This breadth of activity is reflected in its Information Technology landscape, which includes a variety of specialist systems that support different parts of the organisation. Blue Cross works closely with strategic partners to deliver systems and processes that are fit for the future.

The Enterprise Solutions Team are responsible for delivering integrated solutions with customer-centric, insight lead capabilities for our supporters, customers, clients, and teams to enable insight driven decisions to help deliver best in class user interactions and satisfaction.

As our CRM Process Change Analyst, you will lead process change and impact analysis for operational system updates aligned to the “to-be” specifications, as well as support the transfer of these changes to users. You will translate operational procedures to support requirements gathering for the functional design, acting as a key intermediary between CRM Leads and the Business Analyst. You will also contribute to gap analysis activities and work closely with Process Owners and their teams to support knowledge transfer and process handovers through coaching, awareness, and clear documentation, ensuring operational system changes are effectively embedded.

The role involves producing high quality operational system process and procedure documentation in collaboration with CRM Leads, using their guidance to shape clear and practical process definitions. You will apply your knowledge of Microsoft Dynamics 365 CRM, including entity creation, workflows, business rules and business process flows, to enhance procedures while continuously referencing project scope and objectives to ensure process change analysis remains relevant and aligned with programme goals.

You will coordinate, communicate and organise project and organisational resources to support deliverables, while championing positive organisational change through the Central Platform programme. The role also includes participating in solution testing where required and collaborating effectively with third-party partners, the CRM steering group, CRM Project Manager, CRM Leads and the CRM Business Analyst to ensure successful delivery.

About you

You will be experienced in process or business change with a proven track record in CRM implementations and an interest in emerging Microsoft technologies, specifically MS Dynamics 365.

Possessing in-depth functional knowledge of Microsoft Dynamics CRM, your effective verbal, written, and presentation skills enable you to work with both technical and non-technical colleagues at all levels of an organisation. You will be adept at negotiating, influencing, and engaging with stakeholders, quickly building credibility with colleagues and external parties.

Essential knowledge, skills and experience:

• Demonstrable experience as a business or change analyst
• Experience working in significant technology change Implementations with an interest in emerging Microsoft CRM technologies and best practice
• Functional knowledge of Microsoft Dynamics CRM
• Ability to communicate, coach and negotiate with stakeholders at various levels

How to apply

Click the apply button below and complete the online application process before the closing date. We reserve the right to close this vacancy early should we receive an overwhelming response.

Blue Cross benefits

Our people are the most important part of delivering our purpose. If it were not for their amazing efforts and commitment, we would not be able to make the difference that we do today.

In return, Blue Cross wants to ensure we provide you with the best working environment we can. We want you to be happy working for us and will do everything we can to make sure you are.

Our generous benefits package includes:

• Full time equivalent of 38 days holiday rising to 43 with service (including Bank Holidays)
• Programs for physical and mental wellbeing support
• Free access to GP via MetLife- 24/7 GP services, private prescriptions and more for you and your family
• Health cash plan
• Unlimited access to an employee assistance programme
• Pension scheme with enhanced employer contribution
• Professional fees paid with Continuing Professional Development and personal development support.
• Life assurance
• 20% discount on Pet Plan pet insurance
• Enhanced family friendly policies
• Recognition scheme
• Annual volunteer days
• Charity worker discounts across a variety of retailers

To read more about the benefits Blue Cross has to offer, please visit the 'why work for us' page on our website.