Senior Business Analyst

Senior Business Analyst – Contact Centre Transformation

We are looking for an experienced Senior Business Analyst to join a major transformation programme within the utilities sector.

You will play a key role in a customer and contact centre transformation, working across business, technology and delivery teams to understand current processes, define future-state requirements and help translate business needs into deliverable change.

This would suit a strong BA who is comfortable operating in a complex transformation environment and working with a broad range of stakeholders.

Key responsibilities will include:

• Leading requirements gathering and analysis across contact centre and customer-facing processes
• Mapping as-is and to-be processes and identifying opportunities for improvement
• Facilitating workshops with business, operational and technology stakeholders
• Translating business requirements into user stories, acceptance criteria and clear delivery requirements
• Supporting customer journey and process transformation
• Working closely with Product Owners, technology teams and other delivery stakeholders
• Supporting delivery throughout the full change lifecycle within an Agile environment
• Managing senior stakeholders and ensuring alignment between business requirements and delivery outcomes

What we're looking for:

• Strong Business Analyst / Senior Business Analyst experience
• Proven contact centre, customer service or customer operations transformation experience
• Strong Agile delivery experience, including user stories and acceptance criteria
• Excellent process mapping, requirements gathering and workshop facilitation skills
• Strong stakeholder management skills within complex transformation programmes
• Previous experience within water, utilities or another regulated industry is highly desirable

Contract: 6 months

Location: Reading / Hybrid – approximately 2–3 days per week onsite

If you have strong Business Analysis experience across contact centre or customer transformation programmes, particularly within utilities or another regulated environment, we'd be keen to hear from you.

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