Job Description
Business Analyst | Customer Journey Analysis | Berkshire | Hybrid | £750/day (Inside IR35) | 12 Months Contract | AI | Self - Service Functions |
Our client is seeking an experienced Business Analyst with experience in supporting digital and AI enabled customer service solutions, including assisted service or self-service functions.
Required Key Skills & Experience:
* Proven experience as a Senior Business Analyst supporting large-scale transformation programmes within customer service, contact centre, or customer operations environments.
* Strong background in customer journey analysis, process re-engineering, and target operating model design.
* 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.
* Professional Business Analysis certification desirable (BCS, IIBA, Agile BA).
Location: Berkshire
Hybrid: 1-2 days per week in the office / remainder days working from home
Contract: 12 Months
Rate: £750/d Inside IR35 (Via umbrella)
If you’re an experienced Business Analyst with experience in supporting Customer journey’s we’d love to hear from you. Please submit your CV today!