Matt Smith

A freelance Salesforce consultant since 2018, this talented and self-motivated Salesforce Functional Consultant/Lead Salesforce Business Analyst, fluent in French and working with Salesforce for over 15 years, is seeking the next challenging project to progress his consultancy career. Possessing a proven track record of delivering a range of green and brownfield Salesforce projects, for clients including; The Office for National Statistics, The Financial Times, and The Adecco Group, as well as private equity advisors and cross-border payments facilitators. Projects delivered have included Sales and Service Cloud, FSL, and a range of 3rd party apps and bespoke org configurations.

Specialty skills include; Strong team leadership and mentoring abilities, Stakeholder, project, product, and backlog management expertise, Excellent elicitation and documentation of business requirements and processes, Configuring and testing Salesforce implementations, Data transformation and migration, Training end users on new deliveries.

Experience further enhanced by innate problem-solving abilities, exceptional communication skills, and a dynamic self-starter approach.

Founder-Director at MJ Smith Business Analysis Ltd (2018-09 – Present)

Lead Analyst at Bathroom Brands (2025-12 – 2026-03)

Brought in as lead analyst for post-launch Service Cloud enhancements

• Orchestrated discovery workshops to map current business processes
• Analysed Salesforce architecture and undertook gap analysis of existing build
• Documented backlog of proposed enhancements
• Oversaw build, testing and delivery of new configurations, enhancements and automations to better support the customer services team
• Overhauled sharing model, profiles, record types, page layouts and case fields
• Introduced case teams, case duplication rules and actions, Einstein-powered case triaging and next best actions
• Reduced average case lifetime by 15% and manual interventions by 50%

Product Owner/Lead Analyst at DeterTech UK (2025-01 – 2025-06)

Engaged as a product owner/lead analyst for FSL phase 2 rollout

• Led workshops to elaborate and document backlog requirements from phase 1
• Engaged with stakeholders from frontline workers to C-suite in order to clarify project priorities
• Documented all phase 2 FSL requirements from feature level down to user stories
• Coordinated gap analysis between multiple legacy systems and proposed SF solution architecture
• Spearheaded approach to cleanse and migrate legacy system data
• Oversaw rollout, UAT and training (including documentation) of phase 2 functionality
• Reduced engineer manual input into FSL by 40% compared to legacy systems through a combination of process streamlining and automation, as well as UI/UX optimisation

Product Owner at Autoglass/Belron UK (2024-04 – 2024-08)

Brought in as Product Owner for Service Cloud and FSL in preparation of French phase of global rollout. Project shelved in early stages.

• Accelerated overseas team's learning future global architecture template
• Acted as lead translator of global template documentation
• Began coordination of cross-regional workshops for process documentation
• Led gap analysis of global build template vs France-specific requirements
• Initiated alignment of regional capability models with global template to inform high-level delivery approach

Lead BA/Product Owner at ONS/IQVIA (2021-06 – 2023-06)

Engaged as Lead BA/Product Owner for national COVID19 survey project. Oversaw the gathering, cataloguing, referencing, documenting, and delivery of all governmental requirements, in an enterprise Salesforce org that comprised OOTB configuration, FSL, 3rd party apps, custom code and multiple external API connections. Led an analysis team of 8 BAs, coordinating AGILE delivery of the product with a total project team of over 60 Salesforce professionals across 6 time zones.

Subsequently spearheaded all aspects of product transition from in-person to online participant interaction – 400k monthly users – leveraging Experience Cloud.

• Designed and implemented multiple versions of an interactive questionnaire for completion by app users and participants in the survey
• Maintained and enhanced Field Service Lightning for 4.5k healthcare specialists, scheduling visits to 400k participants monthly
• Orchestrated the design and oversaw implementation and testing of a suite of intricate flow automations to enhance FSL scheduling/optimisation and facilitate external data warehousing
• Implemented and maintained a mobile app questionnaire for healthcare users to gather data from 13k participants per day
• 1.3m records per day added to the SF database
• 3.4m surveys and swab samples taken over 2 years
• 4bn total records captured
• Coordinated with external teams to track all data of samples from ends users to labs, record results and synch to relevant SF records, and to have this data securely transferred to external enclaves and to the ONS
• Later orchestrated the migration of the entire mobile app process onto a self-service online portal, saving the project £45k per month
• 400k monthly users logging in to the online portal to complete a custom-built survey, with 30 question branches and over 200 possible questions
• Portal and questionnaire were fully WCAG 2.1 AAA compliant and translated into Welsh

Salesforce Consultant at Financial Times (2021-02 – 2021-05)

Employed to merge and optimise 3 Salesforce instances. Responsible for conducting a full review of business processes and supporting Salesforce configurations for 3 separate teams. Consulted with all key stakeholders to ensure full documentation of as-is implementations. Proposed and led delivery of single to-be architecture, validated by both fiscal and business benefits.

• Assumed senior BA responsibilities for the entire delivery, comprising alignment of 3 teams and 60 users
• Delivered a single, shared architecture delivering measurable benefits to all 3 teams and the wider business
• Spearheaded integration with 3rd party email marketing system, delivering significant benefits to both marketing and operational teams

Business Analyst at The Adecco Group (2020-01 – 2021-01)

Employed to collaborate in the delivery of a bespoke Salesforce-based recruitment portal for 2021 ONS Consensus workers. Responsible for consulting with internal SMEs to document business requirements within an AGILE framework. Managed multiple concurrent requirements gathering processes across differing workstreams, from initial requirements elicitation, through development, to testing support.

Instrumental in the design, development and testing of various aspect of the user interface for the project.

• Assumed lead BA responsibilities for integrations between Salesforce and 3 external systems
• Led cross-departmental workshops to map business processes and align end-user requirements
• Facilitated mapping, cleansing and migration of data between Salesforce and external systems
• Defined and documented business Standard Operating Procedures (SOPs)
• Led end-user training workshops for new integrations/Salesforce interfaces

Salesforce Consultant at MVision Private Equity Advisers Ltd. (2018-10 – 2019-10)

Employed to solely undertake a brownfield transformation of an existing Salesforce org. Sole responsibility for all facets of the project including, but not limited to: Delivering progress reports to senior management, overall project management, documenting business processes, eliciting business requirements, design, configuration & implementation of the solution, UAT management, creating user & technical documentation, end user training.

• Raised Salesforce from meeting note repository for sales to the core business system, leveraged across all departments
• Reduced sales team manual overheads by 66%, leveraging Salesforce to replace multiple spreadsheets across core business processes and eliminating multiple manual processes
• Developed automated processes, flows and workflows to reduce manual workload and improve productivity
• Delivered real-time revenue forecasting via Salesforce for the Finance team, replacing manual spreadsheets
• Led interactive training sessions for 60 users across 3 time zones

Business Analysis Manager at Earthport Plc (2014-12 – 2018-09)

Appointed to form an internal BA team tasked with analysing internal business process inefficiencies and delivering remedial Salesforce solutions. Responsible for managing the team's workload prioritisation, mentoring team members, and communicating project progress with key stakeholders (project and C-level) at regular intervals. Departmental projects included, amongst others; Gap analysis of business processes and Salesforce utilisation with a view to automate where possible, transactional trend analysis, alignment of company data management withing Salesforce with requirements for PSD2 application.

• Slashed £650,000 worth of internal inefficiencies from the business in the department's first year

BA Hons. in French and International Relations