Business Analyst – Transformation & Process Improvement

• Map and analyse end-to-end business processes across the customer lifecycle – from lead and order through to service delivery, billing and renewals
• Design future-state processes that standardise operations and enable automation across systems
• Create clear Standard Operating Procedures (SOPs), templates and playbooks that teams can easily adopt
• Translate process designs into business requirements, user stories and testing scenarios for system and data changes
• Facilitate cross-functional workshops to capture requirements and align stakeholders
• Support implementation, UAT testing and change adoption to ensure new ways of working are embedded

• Proven experience as a Business Analyst, Process Analyst or Continuous Improvement Analyst
• Strong process mapping skills (as-is / to-be, swimlane diagrams, RACI)
• Experience producing clear SOPs and operational documentation
• Confident running workshops and working with stakeholders across multiple teams
• Comfortable supporting transformation initiatives and system-enabled process change

Experience working with CRM/ERP or IT service platforms (e.g. Salesforce, NetSuite or ITSM tools) would be beneficial

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