Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead business analysis for a major Telephone & CRM transformation programme.
- Company: Join a forward-thinking organisation at the forefront of customer experience.
- Benefits: Flexible working, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact with GenAI in modern contact centre technology.
- Qualifications: Experience in business analysis, telephony, and CRM transformation required.
- Other info: Exciting role with a focus on innovation and customer engagement.
The predicted salary is between 45000 - 55000 £ per year.
We’re looking for an experienced Business Analyst to play a pivotal role in a major Telephone & CRM transformation programme. This is a highly visible opportunity to shape discovery, define the change roadmap, and drive successful delivery as the organisation transitions to new telephony and CRM platforms.
You’ll sit at the heart of product, technology, and operations, helping answer the key questions:
- If you’re passionate about customer experience, modern contact centre technology, and the practical application of GenAI (live chat, chatbots, AI-assisted customer service), this role offers the chance to make a real impact.
Key Responsibilities:
- Lead end-to-end business analysis across discovery, delivery, and business change workstreams.
- Map current and future-state customer journeys and service processes across telephony and CRM.
- Support platform transition planning, including deployment and rollout approach, user readiness, and adoption.
- Contribute to the design and implementation of GenAI-enabled customer service capabilities (e.g., live chat, chatbots, AI agent assist).
- Identify risks, dependencies, and operational impacts, providing clear recommendations and decision support.
Requirements:
- Proven experience as a Business Analyst working across business change, discovery, and project delivery in technology-led environments.
- Experience delivering within telephone/contact centre and CRM programmes, ideally involving platform migration or major transformation.
- Exposure to CRM platforms and modern customer engagement tooling, including live chat and chatbot implementations.
- Understanding of GenAI use cases within customer service (AI-assisted chat, knowledge retrieval, agent augmentation, automated triage).
- Confident stakeholder management skills, with the ability to translate between business needs and technical delivery.
If you’re a Business Analyst with telephony and CRM transformation experience and you’re excited by GenAI and modern platform delivery, we’d love to hear from you.
Business Analyst Full Time Permanent in Liverpool employer: MRJ Recruitment
Contact Detail:
MRJ Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Business Analyst Full Time Permanent in Liverpool
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work with telephony and CRM systems. 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 Business Analyst scenarios. Think about how you’d tackle customer journey mapping or platform transitions. We want you to shine when discussing your experience with GenAI and modern contact centre tech!
✨Tip Number 3
Showcase your skills through real-life examples. When you get the chance to speak with potential employers, highlight specific projects where you’ve led business analysis or contributed to CRM transformations. This will make you stand out!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our platform.
We think you need these skills to ace Business Analyst Full Time Permanent in Liverpool
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Business Analyst. Highlight your experience with telephony and CRM transformations, and don’t forget to mention any work with GenAI technologies. We want to see how you can make an impact!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about customer experience and how your skills align with our needs. Be sure to mention specific projects or achievements that relate to the job description.
Showcase Your Stakeholder Management Skills: In your application, give examples of how you've successfully managed stakeholders in previous roles. We’re looking for someone who can bridge the gap between business needs and technical delivery, so make this clear!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the updates directly from us. Plus, it shows you’re keen on joining the StudySmarter team!
How to prepare for a job interview at MRJ Recruitment
✨Know Your Stuff
Make sure you brush up on your knowledge of CRM platforms and telephony systems. Familiarise yourself with the latest trends in customer engagement tools, especially GenAI applications like chatbots and AI-assisted services. This will show that you're not just a Business Analyst, but one who’s genuinely passionate about the field.
✨Map Out Your Journey
Prepare to discuss how you've mapped current and future-state customer journeys in past roles. Have specific examples ready that demonstrate your ability to identify risks and dependencies while providing clear recommendations. This will highlight your analytical skills and your understanding of the transformation process.
✨Stakeholder Savvy
Be ready to showcase your stakeholder management skills. Think of examples where you’ve successfully translated business needs into technical delivery. This is crucial for the role, so practice articulating how you’ve navigated complex conversations and ensured everyone is on the same page.
✨Show Your Impact
Prepare to discuss how your contributions have made a real impact in previous projects. Whether it’s through successful platform migrations or enhancing customer service capabilities, having quantifiable results will make your case stronger. Remember, they want to see how you can shape their transformation programme!