Business Analyst - Customer Experience / CX - Process Change

  • Salary:£60,000 + £65,000
  • Location:London, England, United Kingdom
  • Job Type:Permanent, Full time
  • Company:Alexander Ash GmbH
  • Updated on:18 Feb 19

Business Analyst - Customer Experience / CX - Process Change

Business Analyst - Customer Experience / CX -  Process Change

For this reputable organisation we are looking for a process driven Business Analyst to join the Customer Experience Excellence Programme; one of the highest priorities as it provides the long term strategic vision for customer experience and is delivering tools, technologies, strategy and processes to enable us to provide a best in class customer experience. As a business analyst you will join the programme team to ensure that all projects are set up for success and underpinned by robust customer centric requirements.


Key Responsibilities:

  • Use a variety of techniques (as appropriate) to elicit, capture and communicate requirements
  • Act as an interface between business stakeholders and technology teams, translating business use cases into technical requirements as needed
  • Work collaboratively with key stakeholders to capture, analyse and document technical and operational requirements
  • Support with gap analysis by capturing ‘as is’ and ‘to be’ processes
  • Aid the development of customer journeys, use cases and processes
  • Capture requirements across a range of technical and non-technical projects, taking end to end ownership of the requirements process inc running workshops, creating use cases, refining, communicating and obtaining signoff for requirements, ensuring traceability and measurability
  • Support with business cases and benefits analysis
  • Implement business analysis best practice processes and ensure these are successfully operationalised
  • Analyse and assess requirements to identify impacts on internal and external customers
  • Liaise with business change teams to ensure that the relevant training, comms, and processes are created to reflect project requirements 


Essential Knowledge and Skills:

  • Extensive experience in a business analysis role. NB Must have experience of working on business change projects not just technical projects
  • Experience of successfully implementing and operationalising business analysis processes 
  • Excellent written and verbal communication skills, able to communicate confidently and effectively with a range of audiences
  • Excellent stakeholder engagement and influencing skills with the ability to gain consensus and buy-in from senior managers with competing requirements and priorities  
  • Ability to work independently across virtual teams and on multiple concurrent projects
  • Adept at cutting through complexity, working collaboratively across multiple teams to devise solutions
  • Good analytical skills, coupled with a logical, disciplined and structured approach to documentation and procedures
  • Flexible and adaptive, willing to respond to changing priorities or requirements in an agile manner 
  • A broad understanding of customer service/ customer operations is advantageous
  • A background in the telco industry and/or contact centre background would be beneficial