Business Analyst (Process) | awaze

We are awaze, the European leader for holiday rentals, operating across multiple brands and high-volume websites including cottages.com, hoseasons.co.uk and novasol.com, taking more than 8 million holidaymakers away each year.

Position: Business Process Analyst

The staycation market is booming, and we understand the need to have a seamless digital journey. We’ve had some good results, but we know we can be better. That’s why our vision is simple: to deliver the best possible booking experience by putting the customer experience at the heart of everything we do. We’ve got several long-established brands with a loyal customer base, supported by significant investment from our owner, Platinum Equity. We have a tech hub in Manchester and Copenhagen; this role will be based in Manchester with travel as required.

What you’ll be doing (the overview):

Working primarily as part of an established product team, the Business Process Analyst will be instrumental in analysing, mapping, optimizing, and supporting the core systems that underpin our guest experience and operational performance—specifically our reservation platforms, CRM systems, and telephony infrastructure. You will work across departments to identify pain points, recommend improvements, and collaborate with technical teams to implement solutions.

Aligning closely with Product Managers to gather future and operational requirements and to deliver new tech solutions, you’ll be proactive in identifying business challenges and looking for new ways of solving them, acting as the bridge between the business, the customer and technology.

We know it sounds simple, but a key part of your role will be communication, to ensure that all key parties understand the requirements effectively. You’ll create epics and user stories, document and explain new requirements including process flows, and record NFRs to ensure that we continue to build a robust, extensible, supportable strategic core product.

You will present to other Awaze Product areas the technologies and process and their functional/ engineering capabilities to ensure revenue, customer and owner satisfaction goals are met.

Your role will be to ensure that the products and processes created support the company’s overall strategy and goals, and that it delivers priorities features and corresponding justification.

The Key Responsibilities

• Analyse current business processes across reservations, customer experience, customer lifecycle and customer contact systems to identify inefficiencies or opportunities for improvement.
• Serve as a subject matter expert on the functionality and capabilities of our core systems (e.g., reservation platforms, CRM tools, VoIP systems).
• Map out workflows, process models, and use cases to support both technical improvements and operational training.
• Gather requirements from stakeholders and translate them into clear documentation for system enhancements or integrations.
• Partner with vendors, IT teams, and cross-functional departments to test and implement new features or system configurations.
• Tracking of progress and reporting to senior stakeholders on that progress.
• Monitor and report on KPIs related to process efficiency, customer satisfaction, and system performance.
• Provide training support materials for staff on system updates and best practices.
• Conduct regular reviews and audits to ensure process adherence and system effectiveness.

Key skills we need:

We’re looking for someone who loves the product world and thrives on getting stuff done. Ideally, we’d love for you to have:

• Experience of working on defining requirements for reservation/booking systems and/or contact centre solutions.
• The ability to work effectively in a multi-disciplinary team and understand how to contribute to all phases of the software development lifecycle
• Conceptual thinking across different services and products, an ability to challenge the status quo.
• Familiarity with process mapping and modelling techniques, expertise in Requirements Elicitation and Gathering, User Story creation, and documentation in systems such as Jira and Confluence.
• The ability to influence without authority and build stakeholders across all business functions
• Understanding and experience of core development skills – architecture, testing and briefs
• Experience of working with a high degree of independence and maturity of judgment to resolve complex and at times conflicting guidance
• Track record in managing and delivering change.
• Strong problem-solving skills and excellent verbal and written communication skills (including at C-suite level) to resolve conflicting stakeholder opinions through data and analysis, in order to drive customer-centric change and transformation.
• Ability to work with other Product Teams in the Core Product team to ensure alignment across the whole product domain

Preferred Skills:

• Working knowledge of process improvement methodologies, such as Lean Six Sigma.
• Experience working with CRM systems, Booking Engines and CCaaS

What are we offering?

• Competitive Base + bonus
• Holidays: 25 days + bank holidays (plus the option to buy up to 5 additional days)
• Holiday Discounts: Discount across all AWAZE UK brands
• Pension: 4% matched
• Healthcare: personal
• Life assurance: 3 x salary
• Hybrid working (min 2 day per week in our Manchester office)

Ready to grow your career? Please get in touch, we'd love to chat:

If you're interested in transforming the industry and reinventing how our technology powers everyday amazing holidays, please send your profile to jody.marks@awaze.com and let's chat today.