CRM Business Analyst

Lightful Solutions · London, London, City of
Department Lightful Solutions
Employment Type Full-Time
Minimum Experience Mid-level
Compensation Competitive

Job title: CRM Business Analyst

Salary: Competitive

Location: Remote working, then London or Bristol, flexible working

The company


At Lightful, we believe that those doing the greatest good deserve the best technology.

We’re passionate about making the best technology accessible to charities and nonprofits. Our products and solutions help organisations unleash the power of technology and make the good work they do even greater. Our products and services are designed to simplify the work and amplify the impact of charities and nonprofits. 

We offer three main services to charities and nonprofits; the Lightful Social Platform, the BRIDGE Programme and Lightful Labs. 

The Lightful Social Platform allows organisations to create, schedule and publish content to their social media pages. It is the only social media platform designed specifically for those in the charity sector and was ranked the number 1 for Social Media Management platforms built for non-profits. 

BRIDGE (Building Resilience in Digital through Growth and Engagement) combines a learning syllabus, delivered through a combination of live and recorded sessions and webinars, with the Lightful Social Platform. BRIDGE is supported by foundations and other funders, and offered out to small to medium charities that they support. The use of our social media manager helps participants to save time, learn best practice and collaborate internally more effectively. The syllabus focuses on four key digital foundations - fundamentals, storytelling, fundraising and insights. We take participants through these foundations helping them to improve confidence and competence. The BRIDGE team has worked with organisations like Comic Relief, DCMS and the Bill and Melinda Gates Foundation. We have been running a COVID-19 adapted curriculum based on Response, Recovery and Resilience themes since May this year, with 200 nonprofits from around the world currently enrolled.

Lightful Labs is a digital consultancy that offers customised services to help teams to do more. The Lightful Labs team have worked with amazing organisations like Help Refugees, London’s Air Ambulance and the Rhodes Trust to name a few.


Lightful Values


As a registered B Corp, we’re a values-led organisation, so our values are integral to the Lightful culture. Our Lightful values are:


  • To act with audacity while remembering humility
  • To understand the importance of both listening and leadership
  • To practice generosity whilst showing accountability
  • These all lay on the foundation of respect and integrity


The importance team culture plays in our day to day work at Lightful is reflected by our inclusion in the Escape 100, Escape the City’s top 100 organisations to escape to in 2021.  Check out our profile and read the reviews from our team here.


  • Work with client stakeholders to understand high-level business objectives and priorities
  • Work with client stakeholders to understand and anticipate detailed requirements, uncover assumptions and provide advice 
  • Translate verbal requirements into functional specifications
  • Translate clients’ requirements into user journeys and create detailed process maps using tools such as LucidChart
  • Demo Salesforce where needed and showcasing functionality so clients understand how best it can fit into their requirements
  • Write user stories with acceptance criteria to meet requirements
  • Work closely with HDC team to ensure smooth transition from HCD to SSD activities
  • Work closely with development to represent the client’s vision to ensure technical build suits client requirements
  • Take on Product Owner role in sprint to:
  • Act as client liaison during development to ensure they understand what is being built and decisions need to be made what the consequences of decisions will be
  • Test and validate development to ensure delightful user experiences
  • Manage client user testing to feed back into development

Key Skills Requirements

  • 3+ years of Salesforce business analysis experience
  • Confident facilitator of workshops and stakeholder meetings
  • Strong skill set around Salesforce configuration
  • Strong written and verbal communication skills with non-technical users and technical teams
  • Strong analytical thinking and problem-solving skills
  • Nice to have one of the following ADM201 certification, Sales or Service Cloud certification
  • Nonprofit, Education or Community Cloud certification also desirable (or desire to grow career in this direction)
  • Good understanding of SEO and Accessibility principles and how to apply to Salesforce
  • Understanding of operating models, how organisations function and how to translate these into Salesforce terms
  • Experience working within an AGILE environment (Scrum)
  • Nice to have: familiar with principles of HCD


Personal qualities

  • A creative thinker and problem solver
  • A keen eye for client experience, usability and Salesforce emerging trends
  • Strong attention to detail
  • Ability to multitask and prioritise since services may be required on different projects at the same time
  • A self-motivated individual who can work well within a team-oriented environment as well as independently


Additional Requirement

Eligible to work in the UK without the need of visa support/sponsorship


You will be a part of our exciting culture that fosters personal growth and development. As we expand, you will be given the opportunity to thrive in a close-knit team environment.

  • Stock options - every team member shares in the success of Lightful
  • Comprehensive benefits package adapted for lockdown life, including free access to Asana Rebel and free access to Headspace
  • Tax free contribution to additional home-working costs
  • Health cash back plan with Simply Health
  • Cycle to work scheme
  • Childcare vouchers
  • Personal development programme
  • Working from home buddy to integrate you into the team
  • Remote working and health a priority - we won’t require people to travel to an office (in London or Bristol) until UK government COVID scale reaches level 1

Inclusion of a diverse range of opinions and perspectives is core to Lightful’s open culture and ongoing success. Therefore we never discriminate on age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation.


*No recruitment agency requests please* *We only work with direct applicants* 

Thank You

Your application was submitted successfully.

  • Location
    London, London, City of
  • Department
    Lightful Solutions
  • Employment Type
  • Minimum Experience
  • Compensation