About the Role
Proven experience as a Senior Business Analyst with strong technical background within customer service, contact centre, or customer operations environments.
Responsibilities
* Strong background in customer journey analysis and process re-engineering.
* Experience supporting digital and AI-enabled customer service solutions, including automation, assisted service, or self-service.
* Experience working with CRM and contact centre platforms, ideally Salesforce and/or Amazon Connect (or equivalent).
* Experience operating in Agile delivery environments, supporting squads through sprints and releases.
* Exposure to AI tools, conversational analytics, speech-to-text, or intelligent routing.
* Experience within regulated or large-scale consumer services organisations (energy, utilities, telecoms, financial services, retail).
* Demonstrable experience working on failure demand reduction, contact deflection, or channel shift initiatives.
Key Skills/Knowledge:
* 6+ years of business analyst experience in customer service, Contact Center
* Knowledge in Salesforce CRM, configuration, reporting, and dashboard creation
* Strong analytical, problem-solving, communication, and interpersonal skills
Experience required:
* 6+ years of business analyst experience in customer service, Contact Center
* Knowledge in Salesforce CRM, configuration, reporting, and dashboard creation
* Experience working as an Individual contributor
* Experience of Agile Processes
* Energy Industry exposure will be an advantage.