CX Business Analyst – Contract Opportunity
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.
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