Business Analyst

We’re currently looking for a commercially minded and delivery-focused Business Analyst to join one of the UKs leading commerce businesses as they embark on a huge digital transformation programme focused on improving the end-to-end customer experience across multiple touchpoints.

The role

Working closely with the Head of Programme Delivery, this is a varied role working across CRM transformation, customer data initiatives, AI and automation projects, and broader digital change programmes. You’ll partner with stakeholders across product, technology, operations, marketing, and customer teams to identify opportunities, define requirements, and help deliver meaningful business improvements.

What You’ll Be Doing day-to-day:

• Work with business and technology stakeholders to understand challenges, identify opportunities, and define solutions
• Gather, analyse, and document business requirements, processes, and workflows
• Support digital transformation initiatives focused on customer experience and operational efficiency
• Contribute to CRM-related projects including customer journey mapping, segmentation, workflows, and integrations
• Help shape data and reporting initiatives to improve customer insight and decision-making
• Support AI and automation initiatives across customer operations and internal processes
• Facilitate workshops, stakeholder meetings, and discovery sessions
• Translate business needs into clear functional requirements and user stories
• Collaborate closely with Product Managers, Engineering, Data, and Delivery teams
• Support testing, UAT, change management, and rollout activities
• Help drive continuous improvement across systems, processes, and customer interactions

Who We’re Looking For

This role would definitely suit someone who enjoys variety, thrives in fast-moving environments, and is excited by the opportunity to shape modern customer journeys using technology, data, and automation.

To be considered, it's expected that you have:

• Previous experience as a Business Analyst within digital, technology, or transformation environments
• Strong stakeholder management and communication skills
• Experience gathering and documenting requirements across multiple business functions
• Experience to CRM platforms and customer-focused digital projects
• Exposure to AI, automation, or process optimisation projects
• Understanding of customer journey mapping and service improvement
• Strong analytical and problem-solving capability
• Comfortable working across both strategic and hands-on delivery work
• Experience working in Agile environments

Next steps:

Interviews are expected to take place after the bank holiday w/c 25th May with shortlisting taking place in the week before. Please share your CV, highlighting why you feel your experience is suitable for the role and the team will be in touch.