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For Companies At a Glance
- Tasks: Collaborate with teams to enhance user experiences and streamline processes in the travel industry.
- Company: Join a leading DMC known for creating authentic travel experiences across Europe.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Why this job: Make a real impact on travel solutions while working with innovative technologies.
- Qualifications: 4+ years as a Business Analyst with strong communication and facilitation skills.
- Other info: Dynamic team environment with a focus on user-centric design and AI integration.
The predicted salary is between 36000 - 60000 £ per year.
About The Team
Tour Partner Group is a leading DMC for the UK, Ireland, the Nordics and Baltics. We bring together more than 300 destination specialists, designing B2B travel for Groups and FIT. Along with our MICE division, HORIZONS by Tour Partner Group, we are the experts in creating authentic experiences and memories that last a lifetime. We have offices in London, Edinburgh, Dublin, Copenhagen, and Phoenix. Our mission is to deliver personally tailored, authentic tours. Perfectly.
Responsibilities
- Partner with UX Expert to facilitate Design Thinking workshops with sales, operations, and commercial stakeholders
- Conduct contextual inquiry – observe users in their actual work environment to understand real behaviours, workarounds, and pain points
- Document current-state processes through journey maps, service blueprints, and process flows
- Identify the gap between "official process" and "how work actually gets done"
- Synthesise research findings into actionable insights that inform solution design
- Challenge stakeholder assumptions – dig beneath surface requests to understand underlying needs
- Work with Groups sales teams to document the quote-to-win process in granular detail
- Capture tacit knowledge that experienced sales reps carry: destination expertise, supplier preferences, pricing intuition, client relationship nuances
- Translate this knowledge into structured requirements for RAG knowledge bases (working with Data Product Owner)
- Define user stories and acceptance criteria for AI CoPilot features: email parsing, itinerary generation, margin optimisation, win probability
- Specify how AI suggestions should be presented, accepted, modified, or rejected by users
- Support UAT – design test scenarios that validate AI outputs match real-world expectations
- Document edge cases and exceptions that AI must handle gracefully
- Conduct adoption diagnostics – understand why current CRM usage is low (process friction, data quality, training gaps, cultural resistance)
- Map the customer lifecycle and identify where CRM should be the natural system of record
- Document workflow changes required to make CRM usage effortless and valuable
- Define automation opportunities – where can system integrations eliminate manual CRM updates?
- Create training needs analysis and support training material development
- Establish adoption metrics and reporting – what does "genuine adoption" look like beyond login counts?
- Support change management by identifying adoption champions and resistance points
- Translate discovery insights into clear functional requirements for development teams and external partners
- Write user stories with robust acceptance criteria grounded in observed user needs
- Manage requirements traceability – ensure what gets built connects back to validated user problems
- Facilitate alignment across stakeholders with competing priorities (Sales, Operations, Finance, IT)
- Communicate in business language with commercial stakeholders and technical language with developers
- Support solution design sessions, bringing user perspective to technical discussions
- Design UAT scenarios based on real user workflows, not just functional specifications
- Coordinate user testing sessions and capture feedback systematically
- Support post-launch measurement – are users adopting? Are outcomes improving?
Your profile
- 4+ years' experience as a Business Analyst, ideally in customer-facing or commercial systems (CRM, sales tools, booking platforms)
- Design Thinking or human-centred design experience – workshop facilitation, user research, journey mapping
- Proven ability to conduct user research: contextual inquiry, interviews, observation, synthesis
- Experience documenting processes as journey maps, service blueprints, or similar visual formats (not just traditional process flows)
- Strong facilitation skills – ability to run workshops with diverse stakeholders and navigate competing perspectives
- Excellent communication skills – able to translate between business and technical audiences
- Curiosity and empathy – genuine interest in understanding how people work and why
- Comfort with ambiguity – able to work in discovery mode where the solution isn't predefined
- Proficiency in collaboration tools (Miro, Figma, Confluence, Jira)
- Travel or hospitality industry experience
- Experience with CRM implementations or adoption programmes (Salesforce, SugarCRM, HubSpot)
- Exposure to AI/ML products – understanding of how to define requirements for AI-assisted features
- Experience capturing tacit knowledge or subject matter expertise for knowledge management systems
- Agile methodology experience (Scrum, Kanban) in product teams
- Change management awareness or certification (Prosci, APMG)
Digital Products Senior Business Analyst in London employer: Tour Partner Group
Contact Detail:
Tour Partner Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Digital Products Senior Business Analyst in London
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in what they do.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral.
✨Tip Number 3
Prepare for interviews by practising common questions and scenarios related to the role. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your experience effectively.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can leave a lasting impression and keep you top of mind as they make their decision.
We think you need these skills to ace Digital Products Senior Business Analyst in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Digital Products Senior Business Analyst role. Highlight your experience with user research, journey mapping, and any relevant tools like Miro or Figma. We want to see how your skills align with our mission!
Showcase Your Communication Skills: Since you'll be working with diverse stakeholders, it's crucial to demonstrate your ability to communicate effectively. Use clear, concise language in your application to show us you can bridge the gap between technical and business audiences.
Highlight Your Curiosity and Empathy: We love candidates who are genuinely interested in understanding user needs. Share examples of how you've conducted user research or facilitated workshops in the past. This will help us see your passion for creating authentic experiences.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you're keen on joining our team at Tour Partner Group!
How to prepare for a job interview at Tour Partner Group
✨Know Your Stuff
Make sure you understand the role of a Digital Products Senior Business Analyst inside the Tour Partner Group. Familiarise yourself with their mission and how they create authentic travel experiences. Brush up on your knowledge of CRM systems, user research methods, and design thinking principles, as these will be key topics during your interview.
✨Showcase Your Experience
Prepare to discuss your past experiences in detail, especially those that relate to customer-facing systems and user research. Be ready to share specific examples of how you've documented processes or facilitated workshops. This will help demonstrate your ability to translate complex user needs into actionable insights.
✨Ask Insightful Questions
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, current challenges they face, and how they measure success in CRM adoption. This shows your genuine interest in the role and helps you assess if the company is the right fit for you.
✨Emphasise Communication Skills
Since you'll be working with diverse stakeholders, highlight your communication skills. Share examples of how you've successfully navigated between technical and business audiences. This will reassure them that you can facilitate alignment across different teams and ensure everyone is on the same page.
