Customer-Focused CRM & Data Analyst Job – Apply Across the UK

📊 CRM & Data Analyst – Make an Impact with Data at Heriot-Watt University!

📍 Location: Heriot-Watt University, Lochside Walk, Edinburgh
💼 Full-Time | Monday to Friday | 35 Hours per Week
🕒 Flexible Schedule Available | Hybrid Working Encouraged

Are you ready to power up data-driven strategies in a thriving university environment? Do you thrive on managing CRM systems and transforming raw data into actionable insights? Heriot-Watt University is looking for a talented CRM & Data Analyst to play a vital role in supporting business development, external engagement, and enterprise innovation.

This role sits at the heart of our Business and Enterprise Directorate, where your expertise in data management and analysis will shape decision-making and collaboration across the university. If you’re analytical, technically skilled, and passionate about enhancing data processes, this could be the perfect next step in your career!

Your Mission

As our CRM & Data Analyst, you will take ownership of our CRM platform, optimising its use across various departments. You’ll ensure our data processes are accurate, accessible, and aligned with Heriot-Watt’s broader strategic goals. You’ll also be a key connector between teams — from Business Development and Enterprise to Marketing & Communications and Information Services.

Through collaboration, system development, and insightful reporting, you’ll empower teams to make smarter, faster, and more informed decisions.

Key Responsibilities:

CRM System Management

• Act as the primary CRM lead within the Business and Enterprise Directorate.
• Ensure high-quality, consistent, and accessible CRM data across all teams.
• Oversee system configuration, maintenance, and customisation to meet evolving needs.
• Manage user access, permissions, and data security protocols.

Stakeholder Engagement

• Work closely with users to understand needs and translate them into system improvements.
• Host regular stakeholder reviews to evaluate performance and gather feedback.
• Build and maintain strong partnerships with external CRM vendors and integration partners.

User Training and Support

• Deliver hands-on training and support for CRM users across teams.
• Develop easy-to-understand training materials and run engaging workshops.
• Act as the go-to expert for CRM-related queries and troubleshooting.

Data Analysis and Reporting

• Generate meaningful reports, dashboards, and insights for strategic planning.
• Use tools like Excel, Power BI, and Tableau to create interactive visualisations.
• Maintain data integrity through regular monitoring and cleansing processes.

System Integration and Maintenance

• Collaborate with Information Services and third-party vendors on upgrades and maintenance.
• Drive improvements in data collection, management, and integration across platforms.
• Lead on connecting CRM with other systems (e.g., finance, research) for seamless data flow.

Compliance and Governance

• Ensure full compliance with GDPR and institutional data governance frameworks.
• Promote best practices in data privacy, integrity, and system security.
• Conduct audits to assess and improve governance standards.

What We’re Looking For

Essential Skills & Experience

• A degree or equivalent experience in data analytics, business, or information systems.
• Proven hands-on experience with CRM platforms — particularly Salesforce.
• Competence in dashboard creation and data visualisation tools (e.g., Power BI, Tableau).
• Strong Excel skills and data manipulation capabilities.
• Experience supporting data-informed decisions and delivering user training.
• Understanding of data protection, GDPR, and governance principles.
• Ability to explain technical information to non-technical audiences.
• A collaborative and detail-focused mindset with excellent communication skills.

Desirable Attributes

• Professional qualifications like Salesforce certification or data analytics courses.
• Prior experience in higher education, enterprise, or research support environments.
• Familiarity with business development and innovation in the education sector.
• Interest in contributing to enterprise engagement and innovation at a strategic level.
• Experience leading change and process improvement initiatives.

 Perks of Working with Heriot-Watt University

Joining Heriot-Watt means joining a university committed to its people. Here’s what you can expect as part of our community:

Generous Holiday Allowance – 33 days of annual leave + 9 university closure days (including Christmas Eve when it falls on a weekday!)
Flexible Working – Enjoy work-life balance with options for part-time or job-share
Modern Hybrid Culture – Benefit from a collaborative team environment and the freedom of remote work
Professional Development – Access to training, upskilling opportunities, and career pathways
Inclusive Workplace – Be part of an award-winning, inclusive environment where diversity and innovation thrive
Total Rewards Calculator – Discover the real value of your benefits.

About Heriot-Watt University

At Heriot-Watt, we’re known for innovation, global impact, and a collaborative spirit. With campuses in Edinburgh, Dubai, and Malaysia, we create solutions that make a difference — today and tomorrow.

Our values connect us. We challenge conventional thinking, support enterprise, and deliver high-quality research with practical results. We’re proud of our diverse, international community and the ideas we bring to life through global collaboration

Join our forward-thinking team and enjoy a career where your talent drives real-world change, all while working in a supportive and inclusive culture that champions wellbeing and work-life balance

Ready to Apply?

📌 Application Deadline: Midnight (UK time) on Tuesday 20th May 2025

We welcome flexible working patterns, including part-time roles and job sharing.

Shape the future of data at Heriot-Watt. Apply today and be part of a university that values your insights, your growth, and your well-being. 🌟📬