Posted: 18 June
The role
Business Analyst – Salesforce (Policy & Group Products)
Location: Dublin (Hybrid)
Employment Type: contract 6 months initially
Role Overview
We are seeking an experienced Business Analyst to support the design and delivery of policy administration and group product capabilities across Salesforce platforms. This role will focus on capturing complex business requirements related to health insurance policies, employer group schemes, and customer servicing, ensuring solutions are scalable, compliant, and customer centric.
Key Responsibilities
Business Analysis & Requirements
Engage with stakeholders across Sales, Corporate (Group), Customer Operations, Product, and Underwriting to gather and define requirements
Translate complex policy and group product requirements into clear user stories, process models, and acceptance criteria
Support backlog management and prioritisation in an Agile environment
Policy & Group Product Capability
Define requirements for policy lifecycle processes (e.g. onboarding, amendments, renewals, cancellations)
Capture and model group scheme structures, including employer hierarchies, membership rules, and eligibility
Support the design of product configurations, benefits structures, and pricing‑related processes
Ensure alignment between individual and group policy models where applicable
Collaborate with technical teams to design solutions using Health Cloud (member/patient view, care plans, interactions) and Service Cloud (case management, customer support workflows)
Ensure seamless end-to-end customer journeys from sales through to servicing
Support definition of case types, workflows, and automation within Service Cloud
Identify opportunities to leverage Salesforce Einstein for:
Predictive insights (e.g. churn, renewal risk)
Automated recommendations (e.g. product suitability, next best action)
Enhanced customer and group engagement
Define business requirements for AI‑driven features ensuring transparency, explainability, and compliance
Process Design & Optimisation
Analyse “as-is” processes and design optimised “to-be” processes for:
Policy administration
Group onboarding and servicing
Customer and broker interactions
Ensure processes are efficient, scalable, and well-controlled
Skills & Experience Required
Proven experience as a Business Analyst on Salesforce implementations
Strong understanding of policy administration systems and/or insurance product models
Experience working with Salesforce Health Cloud and/or Service Cloud
Ability to capture complex business rules and translate into technical requirements
Excellent stakeholder management and communication skills
Experience working with group schemes / corporate health insurance products
Experience in healthcare or insurance sector (highly desirable)
Knowledge of data models, integrations, and customer journeys
Familiarity with enterprise architecture or governance frameworks (e.g. TOGAF)
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