Job Description

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For over 90 years we have shaped brighter futures through education, arts, culture, language, and creativity.

We work with people in over 150 countries and reach over 700 million people.

We connect. We inspire.

Role Description/Purpose

Join the British Council and help shape the future of customer relationship management across a global organisation that creates international opportunities, builds connections and fosters trust between people in the UK and around the world.

The British Council is the UK’s international organisation for cultural relations and educational opportunities. Operating in more than 100 countries, we connect people through arts and culture, English language, education and civil society programmes. Every year, our work reaches millions of people both face-to-face and through digital channels, creating opportunities, strengthening relationships and promoting mutual understanding across cultures.

As a CRM Business Analyst specialising in Salesforce , you will play a pivotal role in supporting the ongoing global development of Salesforce and ensuring it continues to meet the evolving needs of the organisation. Working as part of the global CRM Programme of Work, you will apply your extensive Salesforce expertise and advanced business analysis skills to identify, analyse and resolve complex business challenges. Your work will help deliver solutions that enhance customer experience, improve business processes and maximise the value of Salesforce across the British Council.

This role requires a highly experienced Salesforce specialist who can bridge the gap between business needs and technical delivery. You will work closely with GIS technical specialists, including the Technical Architect, to ensure that proposed solutions align with organisational requirements while remaining technically robust and sustainable. A key part of the role involves developing a deep understanding of existing processes, systems, data and ways of working, enabling you to make informed recommendations on future enhancements and improvements.

You will lead the gathering and analysis of complex business requirements, drawing on organisational insights, user feedback and external best practice to shape the future use of Salesforce within the British Council. Working collaboratively with stakeholders across multiple functions, countries and regions, you will help design and implement solutions that support strategic objectives while accommodating a diverse range of operational needs and priorities. You will also contribute to the successful adoption and embedding of new ways of working by supporting planning, change initiatives and stakeholder engagement activities.

Salesforce is a well-established global corporate platform within the British Council, supporting customer enquiries, sales activities across our English and Exams businesses, and the management of business-to-business relationships and pipelines. The platform is currently used by more than 1,450 colleagues across 158 locations in 69 countries and plays a critical role in delivering services to customers worldwide.

As part of the British Council’s commitment to improving the customer journey, Salesforce is central to a number of strategic initiatives, including greater integration with key corporate systems and enhanced support for marketing, English and Exams operations. This role offers a unique opportunity to influence how a global organisation uses technology to improve customer engagement, drive business performance and support future growth.

Role Accountabilities

As a CRM Business Analyst, you will play a pivotal role in delivering the organisation's CRM programme of work by applying advanced business analysis expertise to capture, document and analyse business requirements, while supporting the resolution of complex business and system challenges. You will work closely with stakeholders across the organisation to understand business needs, evaluate opportunities for improvement and help shape solutions that drive efficiency, effectiveness and user satisfaction.

In this role, you will build a detailed understanding of existing business processes, systems and operational practices, enabling you to identify opportunities for optimisation and support the development of strategic roadmaps for change. You will utilise a broad range of business analysis techniques, including requirements gathering, process analysis, user testing, impact assessments, benefits mapping and solution evaluation, to support the design, development, testing and implementation of CRM initiatives.

A key responsibility will be translating complex analysis and technical concepts into clear, compelling and persuasive recommendations, business cases and presentations that support informed decision-making and stakeholder buy-in. Your ability to communicate effectively with both technical and non-technical audiences will be essential in influencing outcomes and driving successful project delivery.

You will work collaboratively with stakeholders across Strategic Business Units, Functions and Regions, building strong relationships and developing a deep understanding of their operational environments, challenges and priorities. Acting as a trusted advisor and liaison between end users and the CRM programme team, you will ensure there is a shared understanding of requirements, solution options and the business implications of proposed changes.

The role requires strong planning and organisational skills, with responsibility for managing multiple priorities and deliverables across quarterly and annual planning cycles. You will coordinate contributions from technical specialists, subject matter experts and business stakeholders, ensuring activities remain aligned to programme objectives and organisational priorities.

You will also play an important role in supporting change management and user adoption. Working alongside project managers, trainers and business stakeholders, you will help ensure CRM initiatives deliver meaningful and sustainable business improvements. This includes supporting the implementation of new business processes, encouraging the adoption of new ways of working and helping employees maximise the value of new CRM capabilities through effective engagement, communication and training.

This is an excellent opportunity for an experienced CRM Business Analyst who enjoys working in a complex, international environment and is passionate about delivering business transformation, driving stakeholder engagement and enabling successful organisational change through technology.

Qualifications & Experience

Essentials

• Degree level qualification or equivalent professional experience.
• Language Requirements: The British Council systems and global processes operate in English. Written and verbal proficiency in English is required.
• 4+ years experience in a business analysis role, with extensive experience of Salesforce Service Cloud/Sales Cloud.
• Worked with Agile / Waterfall methodologies.
• Prior experience of working with customer-facing / CRM systems in general.

Desirable:

• Professional qualifications in business analysis.
• Business Analyst certification, e.g.:
• BCS Business Analysis Foundation / Diploma certification.
• AgileBA Foundation & Practitioner.
• PMI Professional in Business Analysis (PMI-PBA).
• Relevant Salesforce certifications.

Important Information

• Contract type: Indefinite Contract
• Salary: The starting salary for this role is PLN 16,300.00 per month. The final compensation package will be determined based on the successful candidate’s skills, qualifications, and relevant experience.
• Working Model: Hybrid. British Council supports working in new ways such as hybrid working, subject to full approval by line management and conditional upon our ability to provide the appropriate level of service. This may not be appropriate for all roles but can be explored at interview.
• Location: This role can be based in Warsaw or Kraków, Poland.
• Annual Leave entitlement: Employees are entitled to 20 working days of annual leave per calendar year, increasing to 26 working days per calendar year upon reaching 10 years of qualifying service.
• Proof of Identity requirements & right to work in the country: Applicants must have the legal right to work in Poland. Visa sponsorship and relocation assistance are not provided.
• Start Date: March 2027.
• Benefits:
• Annual bonus equivalent to a 13th month's salary (subject to eligibility and performance requirements).
• Private medical care through Enel-Med.
• MultiSport card co-funded through the Social Fund.
• Discounts on British Council English courses and examinations for employees and their immediate family members.
• Access to Social Fund benefits, including financial grants and holiday subsidies, where applicable.
• Employee Assistance Programme.
• Ongoing professional development and the opportunity to explore diverse career paths across the organisation.

Closing Date: Thursday 19 November 2026

A connected and trusted UK in a more connected and trusted world.

Equality, Diversity and Inclusion Statement

We are committed to equality, diversity and inclusion and we welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability, and ensure staff are drawn from the widest possible pool of talent and we guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

Safeguarding Statement

The British Council is committed to safeguarding children, young people, and adults who we work with. We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989. Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org