Business Analyst

We are looking for a Business Analyst to join a household entertainment brand, currently embarking on a unique, UK-wide transformation journey. As a Business Analyst, you’ll play a key role in shaping the future of their contact centre technology. You’ll collaborate with cross-functional teams and vendors to optimise platforms like AWS Connect, ServiceNow, and OpenText, driving seamless and efficient customer interactions.

• Lead workshops and discovery sessions to gather and document clear, actionable business and technical requirements
• Act as the bridge between business stakeholders, technical teams, and third-party providers to deliver scalable contact centre solutions
• Hands-on experience with contact centre platforms and technologies, telephony and CRMs (e.g. AWS Connect, ServiceNow, OpenText or equivalent )
• Analyse and improve contact centre processes, focusing on efficiency, automation, and customer experience
• Define and manage functional and non-functional requirements to guide development and configuration
• Support product owners and developers in delivering new features and resolving design challenges
• Identify opportunities to enhance service delivery and reduce handling times through better use of technology
• Hands-on experience with contact centre platforms and technologies, telephony and CRMs

Location: London, hybrid working (3 days in office)

Salary: circa. £65,000 + package

If this role could be of interest, please click apply.