Business Analyst – Business Process

Salary: £480 – £510 per day

Business Analyst – Business process (Outside IR35 – 6 month contract)
Company
An innovative dynamic fast growth company that continues to expand through organic and acquisitive growth, the organisation serves millions of customers every year across multiple regions of the UK, providing a seamless customer experience.
As part of the continuous improvement strategy to constantly improve customer experience and optimise the business processes you will work with subject matter experts across the business to identify opportunities, analysis & mapping of process all with the aim of delivering efficient and effective system/ process improvements.
Primarily you will work across the contact centre and business operations but may include other areas of the business
Duties
* Process & Data analysis to identify opportunities for improvement and automation
* Determine and document business requirements for the process documentation and improvement opportunities within the change road map
* Facilitate workflow modelling workshops, interviews and side by side assessment in order to achieve process improvement, automation capability & end to end use cases
* Work closely with stakeholders to align and sign off “go to” processes
* Support systems implementation through ensuring that all processes are documented to support optimisation and implantation
* Document processes/workflows, knowledge articles and self service guidance so that this can be shared with colleagues via relevant communication channels
* Ensure that all processes are clearly defined with clear points of measurement to ensure compliance can be measured within a relevant quality framework
Person Specification
* Demonstrable experience of business analysis
* Business process improvement experience
* Experience of process mapping and documentation using recognised methodology (six sigma, DMAIC, lean)
* Practical experience of process mapping in support of system change
* Development of training content for system & process change
* Experience in customer service, sales, contact centres
* Experienced with a range of digital technology
* Knowledge and experience with contact centre technology – (IVR) robotic process automation, workforce management, self-serve
* Comprehensive knowledge of Sales, Service, logistics processes & operations