Duration of contract: 4-8 weeks

Day Rate: £400-£475 Outside IR35 arrangement

Start: ASAP

Location: Burton upon Trent, hybrid working (2 office days per wk)

An experienced Business Analyst is needed for a contract assignment within our Technology and Change team, supporting a specific programme of work in our customer service function.

This role will work on a defined project analysing call volumes and demand across our Guest Service Executive team, helping the business to better understand current patterns, pressures and opportunities to improve service delivery and operational efficiency.

You will work closely with operational stakeholders and technology colleagues to capture current state processes, analyse data and translate findings into clear, actionable insights.

What you will be working on

You will be responsible for analysing inbound call volumes, call drivers and handling patterns within the Guest Service Executive team. This will involve understanding how demand flows through the service, identifying pinch points and supporting the business with evidence-based recommendations to inform future decisions.

This role operates primarily in the feasibility and definition phases of the project lifecycle, acting as a trusted link between the business and technology to ensure requirements and impacts are clearly understood and documented.

Key responsibilities

• Documenting current state and future state business, data, and system processes with clarity and precision
• Planning, facilitating, and documenting effective workshops to elicit requirements and insights from subject matter experts (SMEs)
• Producing high quality business requirements artefacts (e.g. BRDs, PIDs), including use cases, user journey mapping, and gap analysis
• Translating business needs into clearly defined system requirements to support high level and detailed solution design
• Acting as a trusted conduit between stakeholders across multiple departments, ensuring shared understanding and alignment
• Working autonomously to manage workload, priorities, and deadlines effectively
• Developing and iteratively refining delivery estimates based on analysis and SME input
• Creating robust, evidence-based business cases and Board level recommendations
• Engaging with a broad range of stakeholders to shape and implement change in line with business priorities, constraints, and strategic objectives

Skills and experience

• Minimum of 4 years’ experience applying Business Analysis techniques and methodologies, including formal process modelling using BPMN 2.0
• Proven ability to explain complex and technical information clearly and concisely to a wide range of audiences
• Strong understanding of solution delivery processes, including technical and application infrastructure and their interdependencies
• Solid knowledge of core business processes and how they interact across systems and functions
• Excellent interpersonal skills, with confidence engaging stakeholders at all levels, including external vendors and third-party partners
• Highly developed presentation skills, with the ability to adapt content and style to suit both technical and nontechnical audiences
• Comfortable operating in a fast-paced environment with competing priorities and tight deadlines
• Strong communication and negotiation skills, with the ability to influence and drive consensus
• Experience within eCommerce, digital platforms, or end-to-end guest/customer journey initiatives is highly advantageous

Why join us

This is an opportunity to work on a clearly defined, impactful piece of analysis that will directly support how we deliver service to our guests. You will have exposure to senior stakeholders and the chance to influence meaningful operational decisions through your insight and recommendations.