Business Analyst
Our client, a leading global supplier for IT services, requires experienced Business Analysts to be based at their client’s office in Windsor.
This is a hybrid role – you can work remotely in the UK and attend the Windsor office once a week .
This is a 6+ month temporary contract to start asap
Day rate: Competitive Market rate
The client is looking for experienced CX Customer Service Business Analysts with exposure to AI tools, and Salesforce CRM Contact Center Business Analysts. Energy Industry exposure will be an advantage.
Key Responsibilities:
- Collect and groom internal customer reporting requirements and develop processes and solutions that meet the needs of the operational team
- Provide analysis of reporting deliverables
- Support Customer Care and Managed Services Operations by translating business reporting requirements into technical specifications and lead implementation of new reporting tools and metrics
- Interpret internal or external business requirements/issues and recommends innovative reporting solutions and visualisations.
- Analyse data reporting gaps, interpret, and point out trends or deviations from standards and develop action plans for improvement alongside stakeholders.
- Contribute to solutions that results in changes and/or enhancements to improve internal efficiencies or the customer experience.
- Produce and maintain process documentation which can include process maps, SOPs, training materials, or reports.
Key Requirements:
- Proven experience as a Senior Business Analyst with strong technical background supporting large-scale transformation programmes within customer service, contact centre, or customer operations environments.
- Demonstrable experience working on failure demand reduction, contact deflection, or channel shift initiatives.
- Strong background in customer journey analysis, process re-engineering, and target operating model design
- 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
- 6+ years of business analyst experience in customer service, Contact Center
- Knowledge of Salesforce CRM, configuration, reporting, and dashboard creation
- Experience working as an Individual contributor
- Experience of Agile Processes
- Energy Industry exposure will be an advantage.
- Strong analytical, problem-solving, communication, and interpersonal skills
Due to the volume of applications received, unfortunately we cannot respond to everyone
If you do not hear back from us within 7 days of sending your application, please assume that you have not been successful on this occasion.
Please do keep an eye on our website https://projectrecruit.com/jobs/ for future roles.
