CRM Business Analyst (m/f)

Privredna banka Zagreb d.d. je društvo čija je vizija biti uzor i centar izvrsnosti u području financijskog poslovanja u Hrvatskoj. Temelj našeg uspješnog poslovanja su naši zaposlenici, koji aktivno sudjeluju u modernom razvoju banke i kreiranju stalnih promjena. PBZ, kao inovativna i suvremena banka i koja je usmjerena na interni razvoj, pruža okolinu  u kojoj se možete razviti u smjeru u kojem želite. Univerzalni način kako ostvariti karijeru kod nas nije nepoznanica: učinkovitim radom, ostvarivanjem ciljeva, kontinuiranim razvojem kompetencija, odgovornim organizacijskim ponašanjem, prihvaćanjem različitosti, timskim doprinosom i osobnom proaktivnošću. Svi preduvjeti su tu, na Vama je samo da iskoristite.

CRM Business Analyst (m/f)

(location: Zagreb based, reporting to Milano office with occasional travel to HQ and subsidiary banks)

We are looking for a motivated CRM Business Analyst to support the design, development and rollout of CRM solutions across Intesa Sanpaolo’s international banking network. The role is adaptable to junior or senior profiles depending on experience, with responsibilities scaled accordingly.

What You’ll Do:

• Partner with key stakeholders across IBD, IT, and Subsidiary Banks to understand business needs and CRM processes
• Analyse, document, and translate business requirements into clear specifications for in-house CRM development
• Conduct gap analyses and propose improvements to optimise CRM usage and business workflows
• Create use cases and functional documentation for IT development teams
• Support integration and rollout of new CRM tools across subsidiary banks
• Drive CRM upgrade projects end-to-end, including scope definition, planning, business requirements, testing, and go-live support
• Coordinate with local bank teams to ensure functionality testing, bug reporting, prioritisation, and timely deployment of fixes
• Lead or support CRM implementation initiatives, especially around campaign automation and process enhancement
• Deliver training (train-the-trainer model) and provide ongoing support during and after deployment
• Monitor timelines and ensure alignment between business priorities, IT plans, and bank initiatives
• Act as a central point of contact between IBD, IT, and subsidiaries—translating business needs into technical solutions
• Participate in cross-functional projects involving CRM, channels integrated with CRM, and broader digital initiatives
• Maintain a strong understanding of CRM integrations, basic to intermediate SQL knowledge beneficial
• Work effectively in a multicultural, multinational environment using English as the primary language

Required qualifications, experience, skills and knowledge:

• University Degree (Business or Mathematics, Computer science)
• Proficient knowledge of English, written and spoken
• Proficient usage of MS Office tools
• Knowledge of SQL is considered as a great benefit
• Working experience in business is an advantage

Junior Profile:

• Initial experience in business analysis or CRM-related roles (or strong willingness to learn)
• Good analytical mindset and communication skills

Senior Profile:

• Proven background in software implementation projects, business analysis, or banking-related projects
• Experience leading software rollouts, upgrades, or cross-country initiatives

Required competencies:

• Strong analytical skills and proactivity
• Ability to manage multiple stakeholders and keep projects on track
• Strong documentation, requirement-gathering, and problem-solving skills
• Willingness to travel occasionally

Apply for this post no later than March 2nd 2026.

U Privrednoj banci Zagreb prepoznajemo vaš talent, pružamo vam vrhunske uvjete za profesionalni razvoj i želimo zajedno s vama stvarati nove vrijednosti. Ako ste ambiciozni i motivirani te želite napraviti izazovan iskorak u karijeri – javite nam se.