Business Analyst

  • Arsenal FC
  • London, UK
  • 23 Nov, 2021
Full time Business & Commercial Data Science Marketing Premier League

Job Description


The Commercial Department is a key revenue generator for the club and an area in which the club is making significant investments for future growth. Digital Experience sits within the Commercial team and works closely with other departments within Commercial and Media & Communications, including Venue, Partnerships, Retail and Brand Marketing.

The Digital Experience Team is formed of the Arsenal Membership, Campaign and Insights, My Arsenal Rewards and Digital Product and Engineering teams. These teams are responsible for working cross functionally across multiple channels to maximise the commercial benefit that Digital Experience can bring to the business from our current reach of over 82m digital touchpoints across all platforms.


The individual will form part of a wider team responsible for the ongoing management and development of the clubs Digital Experience platforms, with a particular focus on Microsoft Dynamics 365 (CRM). Acting as key conduit the individual will be expected to deal with both business and technical stakeholders ensuring strong user adoption, sound business process management, data management and cross functional working.

The individual, reporting into the Senior Business Analyst - Digital Experience, will provide support to ensure that the clubs Digital Experience tools are utilised effectively and efficiently to deliver best in class fan / customer engagement, whilst also ensuring that its capabilities are maximised to best drive and protect commercial revenues.


Management responsibility for: None

Reports to: Senior Business Analyst - Digital Experience

Budgetary signing limit and commercial framework: None


CRM Projects

Support the Senior Business Analyst - Digital Experience in conducting best practice Business Analysis activities across Digital Experience Projects, including, but not limited to:

o Requirements gathering

o Business process documentation

o Stakeholder management

o System design evaluation

o User Acceptance Testing (UAT)

o Change management

o Change Control

o Post go-live support

Day to day responsibilities

Conduct day to day tasks including, but not limited to:

o Ad hoc trouble shooting and resolution of Dynamics 365 (CRM) user issues and requests

o Assisting with the delivery of Dynamics 365 (CRM) enhancement requests

o Contributing to the management of the Digital Experience applications

o Cross department collaboration with other stakeholder groups (including IT)

o Supporting other Digital Experience team members (notably the Campaign & Insight teams) as and where required

o Ensuring established business processes are being followed by the user base

o Performing regular data health checking across source applications

o Assisting in completing merge requests submitted to the Digital Experience team

o Maintaining high level Dynamics 365 (CRM) blueprint design documentation

o Supporting the Senior Business Analyst - Digital Experience in monitoring and regulating user adoption



Degree educated

Recognised qualification in Business Analysis an advantage

Certification in Microsoft Dynamics 2016 and above is an advantage

Specific Experience:

An understanding of the functional workings of Microsoft Dynamics 2016 and above is an advantage.

Creating and maintaining formal business documentation.

Comfortable in delivering presentations and demonstrations to stakeholders.


Ability to build rapport and influence stakeholders across the business.

Comfortable with dissecting information and turning it into succinct business requirements.

A desire to understand business processes and evaluate their effectiveness.

Awareness of the importance of technology in the modern business environment.

Good team work ethic, whilst demonstrating an ability to be autonomous where required.

Ability to prioritise workload and re-align said priorities when required.

Understanding the importance of documentation to support business activities.

Awareness of the impact of business change and the importance of change management.

Proficient in Microsoft office, MS Project and MS Visio an advantage.


40 hours, 5 days a week. Ability to work some weekends and bank holidays as and when required.


  • Complexity and decision making

This role is highly operational and will require the job holder to prioritise actions, monitor progress and react to change on a daily basis. Decisions will often need to be made in real time and those that do not will require the acquisition of further information and/ or additional approvals.

This position requires an understanding of complex functional and technical requirements in detail, whilst being able to resolve issues in a logical manner and working with multiple stakeholders.

  • Delivering results - commercial awareness, business and strategic impact

The job holder will need a strong understanding of the commercial and operational elements of different Business Units to enable to them to prioritise activities in order of commercial and strategic impact.

The role will also have responsibility for delivery of strategic initiatives agreed as part of the CRM Strategy and Plan

  • Freedom to act and accountability

The job holder will operate in a matrix style structure, requiring them to interact and engage with different stakeholders across Business Units. They will have a number of accountabilities that are outlined within the CRM Operational Procedures.

They will be line managed by the Senior Business Analyst - Digital Experience.

  • Networks, Relationships and Teams

Developing relationships is fundamental to the functioning of this role as it is the conduit between Business users and the IT technical team.

Internally, the candidate will need to liaise with colleagues at different levels of seniority across many Business Units. They will be required to work with stakeholders on an on-going basis to ensure compliance with business processes, issue resolution and enhancement planning.

External relationships may be formed with external suppliers are within the scope of this role.

Arsenal FC believes that diversity of background, skills and experience drives our success on and off the pitch. We encourage applications from women, disabled and black, Asian and mixed-heritage candidates. We are committed to the principle of equal opportunity for applicants and employees and aim to appoint on merit from a diverse talent pool.



Closing Date: 05/12/2021