Business Analyst - Customer Experience

Premea; North Warwickshire; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A specialist IT & Engineering consultancy is seeking a Business Analyst focused on Customer Experience. The role involves leading process mapping, collaborating with various stakeholders, and ensuring effective delivery during a transition phase. Ideal candidates will have proven experience in business analysis, strong stakeholder engagement skills, and the ability to work independently. This is a contract position based in North Warwickshire with a rate of £34/hr, inside IR35 potential.

Qualifications

• Proven experience in business analysis and process mapping.
• Strong stakeholder engagement skills in complex environments.
• Ability to work independently and manage multiple priorities.

Responsibilities

• Lead end-to-end process mapping across CEX functions.
• Collaborate with stakeholders to validate process designs.
• Support the development of RACI documents and transition planning.

Skills

Business analysis and process mapping

Workshop facilitation

Stakeholder engagement

Delivery-focused mindset

Comfortable in ambiguous environments

Tools

Visio

Lucidchart

Job description

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

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.