Business Analyst [Customer Hub CRM]

Digital & Technology Team (D&T) is an integral division of HEINEKEN Global Shared Services Center. We are committed to making Heineken the most connected brewery. That includes digitalizing and integrating our processes, ensuring best-in-class technology, and embedding a data-driven culture. By joining us you will work in one of the most dynamic and innovative teams and have a direct impact on building the future of Heineken!

Would you like to meet the Team, see our office and much more? Visit our website: Heineken (heineken-dt.pl)

Commerce DevOps Hub is being established. The newly created organization, being an integral part of the Global Digital & Technology Function, is tasked with maintaining, but most importantly developing (functionally and technologically) IT solutions supporting the Commerce area at Heineken. Commerce DevOps Hub is located in Kraków and will include highly qualified IT professionals with direct contribution to both the technological development of the Heineken Commerce and the Hub itself.

As a Business Analyst within the Customer Hub CRM team, you’ll play a pivotal role in defining and refining customer lifecycle capabilities in HEINEKEN’s global Dynamics 365 Customer Hub environment. You’ll partner with global and local stakeholders, product owners, developers, and solution architects to gather, shape, and translate business requirements into deliverable features that enable robust and scalable data governance, customer master data management, and omnichannel enablement. This role is ideal for someone who understands the value of clean, integrated customer data and how it fuels commerce, marketing, and service operations across platforms.

Your responsibilities:

• collaborate with Product Owners, global/local markets, and technical teams to analyze and document customer data requirements
• create and manage user stories, epics, acceptance criteria, and use cases by translating business needs into clear backlog items across sprints and releases
• work with the Dynamics 365 CRM Customer Hub platform to define and test data models, forms, views, and integrations
• lead and Support UAT and SIT by defining testable conditions and collaborating with QA and business stakeholders
• monitor and optimize data quality, field usage, metadata, and audit history
• ensure solutions are aligned with HEINEKEN data governance principles and security models
• collaborate with technical teams to ensure functional and non-functional requirements are clear, testable, and technically feasible
• help manage and reduce business and technical debt, ensuring solution quality, performance, and compliance
• contribute to BA community of practice and share learnings across markets.

You are a good match if you have:

• 3+ years in a Business Analyst or functional consultant role within CRM / master data management / Dynamics 365 environment
• hands-on experience working with Microsoft Dynamics 365 model-driven apps (customer data, forms, entities/tables, views, relationships)
• strong understanding of data governance, customer segmentation, CIAM, and lifecycle workflows
• comfortable collaborating across agile environments and distributed teams
• a good grasp of integration technologies such as APIs, Power Automate, and knowledge of environments (Dev/Test/G-SIT)
• familiarity with global and local market rollouts and scalable platform design
• excellent communication and stakeholder engagement skills
• can adjust rapidly to new priorities and enjoy working in a fast-paced, international environment.

You are a perfect match if you also have:

• experience with multi-language field configurations and localization logic
• understanding of data synchronization between legacy and target systems
• familiarity with tools like Level Up, XRM Toolbox, Power Platform, and security roles in D365.

At HEINEKEN Kraków, we take integrity and ethical conduct seriously. If someone has concerns about a possible violation of legal regulations indicated in Polish Whistleblowing Act or our Code of Business Conduct, we encourage them to speak up. Cases can be reported to global team or locally (in line with the local HGSS Whistleblowing procedure) by selecting proper option in this tool or by communicating it on hotline.

What we offer: