Customer Relationship Management Business Analyst Full Time

Job title: Technical Business Analyst

Work model: Hybrid 1 Day/Week

Location: Windsor, UK

Duration of assignment: 6 months contract InsideIR35

Key responsibilities:

• Proven experience as a Senior Business Analyst with strong technical background within customer service, contact centre, or customer operations environments.

• Strong background in customer journey analysis and process re-engineering.

• Experience supporting digital and AI-enabled customer service solutions, including automation, assisted service, or self-service.

• Experience working with CRM and contact centre platforms, ideally Salesforce and/or Amazon Connect (or equivalent).

• Experience operating in Agile delivery environments, supporting squads through sprints and releases.

• Exposure to AI tools, conversational analytics, speech-to-text, or intelligent routing.

• Experience within regulated or large-scale consumer services organisations (energy, utilities, telecoms, financial services, retail).

• Demonstrable experience working on failure demand reduction, contact deflection, or channel shift initiatives.

Key skills/knowledge/experience:

• 6+ years of business analyst experience in customer service, Contact Center

• Knowledge in Salesforce CRM, configuration, reporting, and dashboard creation

• Strong analytical, problem-solving, communication, and interpersonal skills

Desirable skills/knowledge/experience:

• 6+ years of business analyst experience in customer service, Contact Center

• Knowledge in Salesforce CRM, configuration, reporting, and dashboard creation

Experience working as an Individual contributor

Experience of Agile Processes

Energy Industry exposure will be an advantage.