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- Tasks: Support a high-impact customer transformation programme and enhance reporting.
- Company: Dynamic company focused on customer service optimisation and innovation.
- Benefits: Competitive daily rate, hybrid work model, and opportunity for impactful work.
- Why this job: Make a real difference in customer experience through data-driven insights.
- Qualifications: Proven experience as a Senior Business Analyst in customer service environments.
- Other info: Join a collaborative team with opportunities for professional growth.
The predicted salary is between 72000 - 108000 ÂŁ per year.
Location: Windsor (Hybrid – 1 day per week onsite initially). Duration: 6 months initially. Rate: £450 per day (Inside IR35). Start Date: ASAP.
About the Role
Our client is seeking an experienced CX Business Analyst to support a high‑impact customer transformation programme. This role is ideal for a senior BA with strong experience across contact centre operations, customer service optimisation, digital self‑service, and data‑driven reporting. You will work closely with Customer Care, Managed Services, and cross‑functional operational teams to enhance reporting, streamline customer journeys, and drive improvements through insightful analysis and innovative solutions.
Key Responsibilities
- Collect, groom, and document internal customer reporting requirements.
- Develop processes, reporting solutions, and metrics that meet operational needs.
- Analyse reporting outputs and provide actionable insights to leadership.
- Translate business reporting needs into technical specifications, leading delivery of new tools, dashboards, and data models.
- Identify data gaps, trends, and performance deviations, and recommend improvement actions.
- Recommend innovative visualisations, dashboards, and reporting enhancements.
- Support initiatives aimed at improving internal efficiencies and customer experience.
- Produce and maintain high‑quality process documentation including process maps, SOPs, training materials and operational reports.
Key Skills & Knowledge
- Proven experience as a Senior Business Analyst in customer service, contact centre, or customer operations environments.
- Demonstrated experience in failure demand reduction, channel shift, and contact deflection.
- Strong background in customer journey analysis, process re‑engineering, and target operating model (TOM) design.
- Experience supporting digital and AI‑enabled customer service solutions, including automation, assisted service, and self‑service.
- Hands‑on experience with CRM and contact‑centre platforms, ideally Salesforce and/or Amazon Connect (or similar CCaaS solutions).
- Skilled in Agile delivery, supporting squads through sprints, refinement, and releases.
Desirable Experience
- Experience supporting onshore/offshore operating model changes or workforce redesign.
- Exposure to AI tools, conversational analytics, speech‑to‑text, or intelligent routing.
- Experience working within regulated or large‑scale consumer services (energy, utilities, telecoms, financial services, retail).
If you have the relevant skills & experience, please apply promptly to be considered.
Customer Business Analyst employer: Data Freelance Hub
Contact Detail:
Data Freelance Hub Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Business Analyst
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work in customer service or business analysis. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer journey analysis and data-driven reporting. We recommend role-playing with a friend or using online resources to get comfortable with articulating your experience.
✨Tip Number 3
Showcase your skills through a portfolio! If you've worked on projects involving CRM platforms or customer service optimisation, gather examples to demonstrate your impact. This can really set you apart from other candidates.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing familiar faces from our community!
We think you need these skills to ace Customer Business Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in customer service optimisation and contact centre operations. We want to see how your skills align with the role, so don’t be shy about showcasing relevant projects or achievements!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for this CX Business Analyst role. We love seeing enthusiasm and a clear understanding of the job requirements, so let your personality come through.
Showcase Your Analytical Skills: Since this role involves a lot of data-driven reporting, make sure to highlight your analytical skills. Share examples of how you've used data to drive improvements or insights in previous roles. We’re all about those actionable insights!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Data Freelance Hub
✨Know Your Customer Journey
Make sure you understand the customer journey inside out. Be ready to discuss how you've previously analysed and optimised customer experiences, especially in contact centre operations. Use specific examples to illustrate your impact.
✨Showcase Your Data Skills
Prepare to talk about your experience with data-driven reporting. Bring examples of how you've identified trends and performance deviations in past roles, and be ready to suggest innovative solutions based on your findings.
✨Familiarise Yourself with Tools
If you have experience with CRM platforms like Salesforce or Amazon Connect, make sure to highlight it. Brush up on any relevant tools and be prepared to discuss how you've used them to enhance reporting and streamline processes.
✨Emphasise Agile Experience
Since this role involves Agile delivery, be ready to share your experience working in Agile environments. Talk about how you've supported teams through sprints and releases, and how that has contributed to successful project outcomes.