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Business Analyst - Retail, Contact Centre

Jefferson Wells
Job LocationLondon
EducationNot Mentioned
Salary£550.00 - £600.00 per day
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time or part-time

Job Description

Business Analyst - Retail, Contact CentreBusiness Analyst - Retail, Contact CentreThe location of the role is Paddington, London (hybrid working). Occasional travel to Chester Customer Service Centre.The duration of the contract is 6 months.The pay rate on offer is £550 - £600 per day.Role Overview: We are seeking a highly skilled and motivated Business Analyst to join the Customer Support product team to help drive the introduction of a new contact centre platform. The successful candidate will play a crucial role in bridging the gap between understandingthe business needs and liaising with engineers and third parties to define technical solutions. They will be required to understand the existing processes in detail to help drive the transformation of how we operate our contact centre. They will be requiredto document colleague journeys in detail and effectively communicate the change required. Some travel to Chester will be required to work directly with the Customer Service operational colleagues.Key Responsibilities:

  • Collaborate with business stakeholders to understand current business processes and outcomes, ensuring a comprehensive understanding of business needs and objectives.
  • Conduct thorough business process analysis to identify opportunities for improvement and efficiency gains.
  • Work with third party partners to ensure that all platform designs align to desired contact centre outcomes.
  • Develop detailed business and functional documentation, including process flows, colleague journey maps and functional designs.
  • Work closely with third party teams and business configuration team to ensure delivery of new Omnichannel Platform enables customer service transformation from a process perspective.
  • Be the main point of contact for the change management team to align on colleague impact, training and rollout requirements.
  • Support business stakeholders throughout key development phases; design, configuration, user acceptance testing (UAT), training and rollout.
Qualifications and Skills:
  • Proven experience as a Business Analyst in a corporate setting.
  • Strong analytical and problem-solving skills.
  • Excellent written and verbal communication skills.
  • Ability to work effectively with cross-functional teams.
  • Experience with process and colleague journey documentation techniques.
  • Familiarity with Agile methodologies.
  • Experience in customer service or retail preferable.
Required skills
  • Contact Centre
  • Business Analyst - Retail

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