Salary: £48,000 - 54,000 per year Requirements: 6 years experience as a Business Analyst within customer service or contact centre environments Strong working knowledge of Salesforce CRM including configuration, reporting, and dashboard creation Excellent analytical, problem-solving, communication, and stakeholder management skills Proven background as a Senior or Technical Business Analyst in customer operations environments Hands-on experience as an individual contributor driving analysis and decision-making Strong understanding of Agile methodologies Exposure to large-scale customer service organisations Experience in the energy sector is beneficial but not essential Responsibilities: Conducting detailed customer journey analysis and process re-engineering. Supporting digital and AI-enabled customer service solutions, including automation, assisted service, and self-service. Working with CRM and contact centre platforms, ideally Salesforce and Amazon Connect (or equivalents). Collaborating in Agile delivery teams, supporting sprints, releases, and backlog refinement. Leveraging tools such as conversational analytics, speech-to-text, or intelligent routing. Delivering initiatives focused on failure demand reduction, contact deflection, and channel shift. Operating within large-scale or regulated industries such as energy, utilities, telecoms, financial services, or retail. Technologies: AI CRM Salesforce More: We are seeking an experienced Technical Business Analyst for a 6-month contract opportunity in Windsor, operating in a hybrid model with only 1 day per week onsite. This role offers a competitive daily rate of £400-£450 depending on experience and presents a chance to work on impactful, customer-focused digital initiatives within a major organisation that invests in AI and automation. You will engage closely with digital, product, and operational teams to enhance customer service and contact centre capabilities. last updated 14 week of 2026