Business Analyst - Customer & Colleague Experience | Outside IR35 | Hybrid (East Sussex - once/month) If you're a Business Analyst who's spent time in retail, customer-facing banking, or a consumer-first business - and you're ready to stop being a cog and start defining the roadmap - this one's worth five minutes of your time. The Role A well-established leisure and hospitality brand is midway through a meaningful digital transformation - and they need a commercially sharp BA to take the vision into delivery. The Epic-level strategy is done, the senior stakeholders are bought in. Now it's about understanding what the business actually needs day-to-day and turning that into clear, actionable requirements. You'll work across four workstreams spanning customer and colleague experience - including CRM and single customer view, a new colleague-facing hub, and process automation across the operation. This is real business-facing BA work: lots of stakeholder engagement, process discovery, and pragmatic problem-solving. What you'll be doing * Translating business needs into clear requirements across four transformation workstreams * Leading discovery and process mapping for CRM / customer and colleague portal initiatives * Supporting the development of a practical delivery roadmap grounded in day-to-day operations * Engaging directly with business stakeholders at all levels - from frontline colleagues to senior sponsors * Working alongside a second BA (Health & Safety stream) and reporting into an experienced Programme Manager * Keeping things simple: the complexity here isn't technical - it's cutting through ambiguity and keeping delivery moving What we're looking for * Proven BA experience in a customer-facing sector - retail, consumer banking, hospitality, or similar * Hands-on experience with CRM, customer data, or single customer view programmes * Strong stakeholder engagement skills - able to operate at all levels * Comfortable working in low-maturity tech environments where not everything is defined * Resilient, pragmatic, and good with ambiguity - able to keep moving without being told exactly what to do * Collaborative and personable - this is a small team and culture matters Nice to have: * Experience with colleague-facing portal or intranet tooling * Background in process automation initiatives (not technical - business process side) * Previous work in leisure, parks, hospitality, or multi-site retail What's on offer * Day rate: 500-600 per day outside ir35 * Hybrid: primarily remote with one visit to Bexhill per month; ad hoc travel to sites (Cornwall to Liverpool) * 6-month initial contract * 1-stage interview To apply: Send your CV or drop a message - we're moving quickly, with interviews available next week.