Business Analysis Lead (Salesforce)

Summary

Scoot’s people are at the heart of our business. We are committed to creating a positive, inclusive and future-ready workplace where employees can thrive in our distinctive yellow culture.
As Business Analysis Lead – AI, Salesforce & Delivery, you will lead the translation of business needs into practical, scalable and impactful solutions across Scoot’s digital, people and operational environments. You will shape how business analysis, Salesforce, process improvement, Agile delivery and artificial intelligence are applied to improve employee experiences, strengthen stakeholder engagement and deliver measurable business outcomes.
You will work closely with business stakeholders, Salesforce administrators and architects, technology teams, Product Owners, delivery partners and vendors to identify opportunities, define priorities and deliver solutions from concept through implementation. You will also contribute to Scoot’s responsible AI vision by identifying where generative AI, Salesforce AI capabilities, automation and intelligent workflows can simplify processes, improve decision-making and enhance user experiences.
In addition, you will strengthen the Business Analysis community by establishing standards, coaching team members and embedding consistent, outcome-focused delivery practices.

Job Description

Responsibilities

1. AI Vision, Salesforce Innovation and Value Realisation

• Develop and maintain a practical AI and Salesforce innovation roadmap aligned with Scoot’s business and people priorities.
• Identify opportunities to use generative AI, Salesforce capabilities, automation, analytics and intelligent workflows to improve productivity, service quality and employee experience.
• Assess and prioritise AI and Salesforce use cases based on business value, user impact, feasibility, data readiness, risk and implementation complexity.
• Explore relevant Salesforce capabilities, including CRM, Service Cloud, Experience Cloud, Marketing Cloud, Flow, Data Cloud, Einstein and other applicable platform features.
• Support the responsible adoption of Salesforce AI and automation capabilities, ensuring appropriate human oversight, governance, privacy and security controls.
• Define business cases, success measures and expected benefits for AI, Salesforce and digital transformation initiatives.
• Support proof-of-concept development, pilots and test-and-learn initiatives before wider implementation.
• Track adoption, performance and benefits-realisation metrics to ensure that AI and Salesforce investments deliver sustainable value.

2. Salesforce Business Analysis and Platform Delivery

• Act as the business analysis lead for Salesforce-related initiatives, enhancements, integrations and optimisation programmes.
• Partner with business stakeholders to understand and prioritise Salesforce requirements, user needs, pain points and opportunities for improvement.
• Translate business needs into Salesforce capabilities, user stories, process designs, acceptance criteria and implementation-ready requirements.
• Analyse and optimise Salesforce processes, including case management, service requests, workflows, approvals, communications, reporting and user engagement.
• Collaborate with Salesforce Administrators, Architects, Developers, Product Owners, integration teams and implementation partners to design effective solutions.
• Contribute to Salesforce solution design decisions, balancing standard platform functionality, configuration, customisation, integration and long-term maintainability.
• Ensure Salesforce solutions align with enterprise architecture, data governance, security, privacy and platform standards.
• Support Salesforce release planning, backlog management, regression testing and continuous improvement.
• Maintain clear documentation of Salesforce processes, data flows, business rules, configurations, integrations and impacts.
• Promote the adoption of Salesforce standard functionality and best practices to minimise unnecessary customisation and technical debt.

3. Business Analysis and Process Optimisation

• Partner with stakeholders to understand, document and prioritise business requirements for strategic and operational initiatives.
• Analyse current-state processes, systems, Salesforce capabilities, data flows and user journeys to identify inefficiencies, risks and improvement opportunities.
• Design future-state processes that are efficient, scalable, user-centric and aligned with Scoot’s operating model.
• Apply business process re-engineering, service design and workflow optimisation techniques to simplify ways of working.
• Identify opportunities to connect Salesforce with other enterprise platforms and operational systems.
• Convert complex business needs into clear requirements, solution options and actionable recommendations.
• Identify process dependencies, impacts, assumptions and risks across business, Salesforce and technology teams.
• Use data, stakeholder insights and operational feedback to support evidence-based decision-making.

4. Solution Design and End-to-End Delivery

• Lead the definition of functional requirements, Salesforce solution concepts, process models, data requirements and business rules.
• Collaborate with technology teams, Salesforce specialists, architects, vendors and Product Owners to design secure, scalable and maintainable solutions.
• Produce clear documentation, including business requirements, process maps, user journeys, Salesforce solution designs, functional specifications, integration requirements and decision records.
• Ensure proposed solutions are accessible and understandable to both business and technical stakeholders.
• Maintain traceability from business objectives and requirements through to Salesforce configuration, development, testing, deployment and benefits realisation.
• Coordinate business analysis activities across discovery, design, build, testing, deployment and post-implementation review.
• Identify opportunities to use APIs, automation, analytics and AI-enabled capabilities to enhance Salesforce and connected business solutions.

5. Agile Delivery and Project Coordination

• Facilitate Agile ceremonies, including sprint planning, daily stand-ups, backlog refinement, sprint reviews and retrospectives.
• Work with Product Owners and stakeholders to shape and prioritise Salesforce and digital product backlogs based on business value, user impact and delivery effort.
• Develop well-structured user stories with clear acceptance criteria and testable outcomes.
• Coordinate delivery across Salesforce administrators, developers, integration teams, testers, business users and external vendors.
• Monitor delivery progress, dependencies, risks, issues, decisions and changes.
• Support project planning, budget tracking, vendor coordination and stakeholder communications.
• Coordinate Salesforce User Acceptance Testing, regression testing, business readiness, training and deployment activities.
• Support Salesforce release management and ensure changes are properly assessed, tested, documented and communicated.
• Ensure delivery complies with applicable security, privacy, architecture, data and governance requirements.

6. Stakeholder Partnership and Change Enablement

• Build trusted relationships with business leaders, Salesforce users, subject matter experts, technology teams and external partners.
• Facilitate discovery workshops, process walkthroughs, Salesforce demonstrations and decision-making sessions.
• Communicate complex Salesforce, AI and technology concepts clearly to stakeholders with varying levels of technical knowledge.
• Align stakeholders on priorities, outcomes, trade-offs and decisions.
• Assess the people, process, data, Salesforce and technology impacts of proposed changes.
• Support adoption through communications, training, user guidance and feedback mechanisms.
• Promote effective Salesforce usage, data quality, process compliance and continuous improvement.
• Act as a change champion for new digital, Salesforce and AI-enabled ways of working.

7. Salesforce Governance and Continuous Improvement

• Contribute to Salesforce governance, including intake, prioritisation, release planning, change control and platform standards.
• Support the development and maintenance of a Salesforce product roadmap aligned with business priorities.
• Identify opportunities to improve platform adoption, data quality, user experience and operational efficiency.
• Monitor platform usage, user feedback, data quality and solution performance to identify improvement opportunities.
• Promote scalable Salesforce design principles, reusable components and standardised processes.
• Support the management of Salesforce technical debt, solution risks and architectural dependencies.
• Collaborate with platform owners to maintain a sustainable and future-ready Salesforce environment.

8. Business Analysis Capability Development

• Mentor and coach Business Analysts in structured analysis, Salesforce delivery, Agile practices, process improvement and stakeholder management.
• Establish and maintain standards, playbooks, templates and tools to improve the quality and consistency of Business Analysis practices.
• Develop guidance for Salesforce requirements, user stories, acceptance criteria, process mapping, testing and release readiness.
• Facilitate knowledge-sharing sessions on Salesforce capabilities, emerging technologies, AI use cases and delivery techniques.
• Promote the use of data, automation and AI-assisted tools to improve analysis productivity and quality.
• Build a culture of continuous learning, collaboration, accountability and outcome-focused delivery.

9. Procurement and Vendor Management

• Support RFQ and RFP activities for Salesforce, AI, technology and transformation initiatives.
• Prepare requirements, evaluation criteria, vendor response assessments and recommendation papers.
• Participate in vendor assessments, solution evaluations and commercial discussions where required.
• Coordinate with Salesforce partners and vendors to clarify scope, milestones, deliverables, service levels and acceptance criteria.
• Monitor vendor performance and ensure deliverables meet agreed requirements.
• Verify invoices and support timely processing in accordance with procurement and financial procedures.

Requirements

• Bachelor’s degree in Business Administration, Information Systems, Computer Science, Engineering or a related discipline.
• Approximately 5–7 years of experience in business analysis, Salesforce delivery, digital transformation, process improvement, product delivery or project management.
• Demonstrated experience leading business analysis and delivery activities across the full initiative lifecycle.
• Practical experience with Salesforce implementation, enhancement, optimisation or platform transformation initiatives.
• Strong understanding of Salesforce capabilities, configuration concepts, data structures, workflows, automation, reporting and integrations.
• Experience working with Salesforce Administrators, Architects, Developers, Product Owners, users and implementation partners.
• Experience translating business needs into Salesforce requirements, user stories, process designs and acceptance criteria.
• Strong knowledge of business process analysis, process re-engineering, workflow optimisation and service improvement.
• Hands-on experience with Agile delivery methodologies and facilitation of Agile ceremonies.
• Demonstrated experience identifying and delivering practical generative AI, automation or intelligent workflow use cases.
• Working knowledge of AI platforms, large language model capabilities, prompt design, AI adoption and responsible AI practices.
• Ability to assess AI and Salesforce use cases based on value, feasibility, data requirements, risk and implementation readiness.
• Strong analytical, problem-solving, facilitation and communication skills.
• Demonstrated experience mentoring or coaching Business Analysts and improving BA practices.
• Experience supporting procurement, RFQ/RFP processes or vendor management is advantageous.
• Experience in aviation, travel, hospitality, people operations or other service-oriented environments is advantageous.