Our client is a well-known, technology-driven organisation going through a major customer service transformation. They're looking for an experienced Business Analyst to join their Customer Servicing squad and help reshape how customers and agents interact with the business.
The Role
You’ll work closely with the Product Owner, operational teams and developers to analyse, define and drive solutions that improve the customer and agent experience — with a solid focus on contact centre operations, including IVR flows and interaction routing.
What you’ll be doing
Supporting customer service transformation initiatives, identifying prospects to improve processes and systems
Eliciting, analysing and documenting requirements — translating them into clear user stories, process maps and acceptance criteria
Acting as the key liaison between business stakeholders (operations, product, legal) and the technical delivery team
Supporting the design and optimisation of contact centre logic, including IVR flows and routing strategies
What you’ll bring
5+ years' BA experience with deep contact centre operational knowledge (IVR, routing, KPIs)
Proven experience in a fast-paced Agile delivery environment (Jira/Confluence)
Strong ability to translate complex business needs into explicit, actionable technical solutions
A track record in customer service transformation projects
Highly regarded
Experience with CCaaS platforms (e.g. Amazon Connect, Genesys)
AI/automation experience in a contact centre setting (chatbots, call deflection)Customer journey mapping and omni-channel expertise
Strong data literacy with contact centre metrics
This is a great opportunity for a BA who genuinely understands contact centres to make a real impact on customer experience at scale.
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