Windsor (Hybrid – 1 day per week onsite)
6‑month contract
£400-£450 per day DOE (Inside IR35)
ASAP Start
Are you an experienced Technical Business Analyst with a passion for improving customer journeys, optimising contact centre operations, and supporting next‑generation digital and AI‑enabled service solutions?
This is a fantastic opportunity to join a major organisation operating within a regulated, consumer-focused environment.
The Role
As a Technical Business Analyst, you’ll play a key role in shaping and enhancing customer service and contact centre capabilities. You’ll work closely with digital, product, and operational teams—supporting Agile squads, driving process improvements, and championing technology that improves customer experience and reduces failure demand.
This is an individual contributor role with significant stakeholder engagement across technology and customer operations.
Key Responsibilities
You will be responsible for:
* Conducting detailed customer journey analysis and process re-engineering.
* Supporting digital and AI-enabled customer service solutions, including automation, assisted service, and self-service.
* Working with CRM and contact centre platforms, ideally Salesforce and Amazon Connect (or equivalents).
* Collaborating in Agile delivery teams, supporting sprints, releases, and backlog refinement.
* Leveraging tools such as conversational analytics, speech-to-text, or intelligent routing.
* Delivering initiatives focused on failure demand reduction, contact deflection, and channel shift.
* Operating within large-scale or regulated industries such as energy, utilities, telecoms, financial services, or retail.
Key Skills & Knowledge
* 6+ years’ experience as a Business Analyst within customer service or contact centre environments.
* Strong working knowledge of Salesforce CRM including configuration, reporting, and dashboard creation.
* Excellent analytical, problem-solving, communication, and stakeholder management skills.
Experience Required
* Proven background as a Senior or Technical Business Analyst in customer operations environments.
* Hands-on experience as an individual contributor driving analysis and decision-making.
* Strong understanding of Agile methodologies.
* Exposure to large-scale customer service organisations.
* Experience in the energy sector is beneficial but not essential.
Why Apply?
* Work on impactful, customer-focused digital initiatives.
* Join a forward-thinking organisation investing in AI and automation.
* Hybrid working with only 1 day onsite per week.
* Competitive daily rate and opportunity for extension.
Please apply promptly to be considered for this opportunity or similar roles
Salary description
£400.00 - £450.00 per day