Business Analyst - Customer Experience

Premea; England; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A premium automotive client is seeking a Business Analyst specializing in Customer Experience. This role involves leading process mapping efforts, collaborating with various teams for effective integration, and engaging with stakeholders to validate designs. The ideal candidate should have proven experience in business analysis, strong stakeholder engagement skills, and be comfortable in dynamic environments. This contract role is Inside IR35, offering £34/hr, notable for its potential for extended duration.

Qualifications

• Proven experience in business analysis and process mapping.
• Strong stakeholder engagement skills and navigating complex environments.
• Comfortable in ambiguous and evolving environments.

Responsibilities

• Lead end-to-end process mapping across functions.
• Collaborate with project leads to define and document processes.
• Engage with stakeholders to validate process designs.

Skills

Business analysis

Process mapping

Stakeholder engagement

Workshop facilitation

Transformation programmes

Tools

Visio

Lucidchart

Job description

Our premium brand Automotive client is currently recruiting for the following role:

Business Analyst - Customer Experience - 34/hr (Inside IR35) - Warwickshire / Remote - 6 Months (Potential to extend)

Purpose of the Role

Support the successful integration of four customer experience (CEX) teams into a unified operating model by delivering robust process mapping to clarify responsibilities and new ways of working and support the effective delivery of work in the new organisation.

Key Responsibilities

• Lead end-to-end process mapping across CEX functions and adjacent teams (e.g., Regions/Markets, other Commercial and Enterprise teams)
• Collaborate with CEX Unity Project leads to build a process inventory and define and document current and future state processes in AIRS (client business process management tool)
• Engage with stakeholders across regions, brands, and functions to gather insights and validate process designs.
• Identify duplication, inefficiencies, and improvement opportunities.
• Clarify responsibilities and accountabilities for tasks, activities, sign-offs and decisions within each process.
• Identify and document hand-offs and interactions between teams across processes.
• Support the development of RACI documents, operating model artefacts, and change impact assessments.
• Contribute to the detailed organisation design and transition planning for CEX Unity.
• Work closely with the Programme Manager, Project Managers, Organisation Design, People Partners, Comms and Change Managers to ensure timely and effective delivery.

Skills & Experience

• Proven experience in business analysis and process mapping (e.g. Visio, Lucidchart).
• Workshop facilitation.
• Strong stakeholder engagement skills, with the ability to navigate complex matrix environments.
• Delivery-focused mindset with experience in transformation programmes.
• Comfortable working in ambiguous and evolving environments.
• Experience in automotive, digital, or customer experience domains is a plus.

Desirable Attributes

• Collaborative and proactive.
• Able to work independently and manage multiple priorities.
• Strong written and verbal communication skills.
• Familiarity with organisation design and change management principles.

Additional information

This role is on a contract basis and is Inside IR35.

The services advertised by Premea Limited for this vacancy are those of an Employment Business.

Premea is a specialist IT & Engineering recruitment consultancy representing clients in the UK and internationally within the Automotive, Motorsport and Aerospace sectors.