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.
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