Salary: £54,000 - 60,000 per year Requirements: Proven experience as a Business Analyst / Technical Business Analyst Strong experience with Salesforce CRM (configuration, reporting, dashboards) Background in contact centre / customer service / customer operations environments Experience with customer journey mapping, process re-engineering, and CX improvement Strong understanding of Agile / Scrum delivery models Exposure to AI, automation, conversational analytics, or chatbots is desirable Experience with Amazon Connect, Genesys, NICE, or other CCaaS platforms (desirable) Background in utilities, telecoms, financial services, or retail (desirable) Responsibilities: Work as a Technical Business Analyst within Agile squads (Scrum / Sprint delivery) Lead customer journey mapping, process improvement, and service optimisation Support implementation and enhancement of Salesforce CRM and contact centre platforms (Amazon Connect, Genesys, NICE or similar) Drive customer experience transformation, including contact deflection, channel shift, and automation initiatives Collaborate with product, engineering, operations, and external vendors Technologies: AI CRM Genesys Support Salesforce More: Were looking for a Technical Business Analyst with strong CRM and contact centre experience to join a high-impact customer transformation programme. This role is ideal for a Senior Business Analyst who thrives in customer operations, customer experience (CX), and digital service environments, with hands-on experience across Salesforce CRM, contact centre platforms, and Agile delivery. This is a fantastic opportunity to work on large-scale customer transformation programmes with real impact on customer experience and operational efficiency. last updated 17 week of 2026