Business Analyst - Customer

This role will sit in our Technology function partnering closely with our Product organisation and the Business. A key part of this role is to help develop our Agile mindset that facilitates regular, repeatable, and reliable change across technology platforms, in line with the Technology strategy and roadmap.

As a business analyst you will work in close collaboration with the business, product, and engineering to analyse, review, define and shape new technology solutions, and be responsible for the requirements definition and analysis for new technology products and platforms.

A Bit About The Role

• Plan and estimate the business analysis activities and deliverables required within a given initiative.
• Support Product with the definition and documentation of the business problem or opportunity, and contribute to establishing the business case and gaining commitment to the change.
• Work with the Business, Product and Engineering teams to identify and define the requirements using multiple techniques including workshops, observation, interviews, and creation of workflow models.
• Work as part of a technology Squad and be actively involved in backlog refinement, sprint planning, sprint reviews, retrospectives, and the daily stand-up (including demos/showcases) and ensure all projects have the required assets at the appropriate stages of the delivery lifecycle.
• Elicit, validate, refine, and manage the requirements within a given initiative, including defining the non-functional requirements, using appropriate tools and techniques.
• Ensure that all requirements are well structured, clear, and defined, with each requirement having valid and complete acceptance criteria.
• Develop and document data mapping specifications to specify how source data is mapped to target systems data, along with the required business & transformation rules.
• Manage the risks and issues associated with requirements definition and the broader business analysis activities.
• Collaborate with the Business and Product teams to agree, define and document the business processes associated with all new solutions including “as-is” business process analysis, aligned to industry (BPMN) and Selfridge’s standards.
• Manage and track requirements as they move from discovery through to implementation.
• Identify when new requirements change the scope of the overall solution and ensure that the appropriate change control processes are followed, including accurate impact assessment.
• Collaborate with the Quality Engineering team to validate the test scenarios defined by them, ensure the appropriate level of test coverage is in place and that exception scenarios are well thought through against the requirements and support the quality activities through the delivery lifecycle.
• Actively support the UAT (e.g. test case creation) and provide knowledge and expertise to support defect resolution.
• Actively support (and undertake where necessary) business change activities e.g. training.
• Fully understand the implementation of existing solutions within the domain and how they fit with the overall systems architecture.
• Understand modern technology concepts, grasp new ones quickly and appreciate their implications on delivery.
• Proven experience of delivering high quality, customer focussed analysis in a complex and changing environment, in both Agile and Waterfall delivery environments.
• A passion for retail, heritage brands and a desire to learn deeply about our customer needs.

A Bit About You

• Leadership: You hold yourself and others accountable to meet commitments and role model excellent behaviours and lead through both success and failure with a high focus on outcomes.
• Judgement: Ability to make informed decisions based upon analysis, experience, and judgement, with data driven decisions at the fore.
• Stakeholder Management: Comfortable challenging the status quo respectfully, providing advice to improve delivery. Ability to manage and engage multiple stakeholders providing the right updates and insight at the right points. Builds strong relationships and trust quickly at all levels of the organisation with both business and technical stakeholders.
• Communication: An excellent communicator, both verbal and written. Ability to present information that is engaging, well-structured and appropriate for the given audience.
• Collaboration: Builds partnerships with internal and external suppliers & stakeholders and works collaboratively with others, bringing them together to meet shared objectives.
• Problem Solving: Able to foresee and resolve potential bottlenecks, delays and barriers to delivery. Seeks solutions to problems in a practical and pragmatic way.
• Business Insight: Applies knowledge of the business and the marketplace to advance the organisation's goals. Demonstrates a customer focused mindset and a clear understanding of how own activities relate to critical business drivers and customer outcomes.
• Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. Takes timely action on important or difficult issues. Identifies and pursues new opportunities that benefit the organization.
• Passion for Business Analysis: Passionate and knowledgeable about Business Analysis and industry best practice. Someone who is keen to be actively involved and contribute to the Business Analysis community.
• Experience of Delivery in Customer Experience and Relationship Management Solutions: Customer experience is paramount at Selfridges and our offering continually evolves to ensure we provide an extraordinary experience, candidates will ideally have a history delivering loyalty management, appointment booking/concierge and CRM type solutions with a strong and demonstrable understanding of the importance of the Customer Journey. Experience of customer facing web & app solutions would be beneficial.