Business Analyst – Customer Experience

Premea Limited; United Kingdom; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading automotive consultancy is seeking an experienced Business Analyst to support the integration of customer experience teams. This role involves end-to-end process mapping, stakeholder engagement, and identifying efficiencies across teams. Candidates should have proven business analysis experience, strong skills in process mapping tools, and a delivery-focused mindset. This position is contract-based with a daily rate of £34 per hour and can be performed remotely or in Warwickshire, inside IR35.

Qualifications

• Proven experience in business analysis and process mapping.
• Strong stakeholder engagement skills in complex environments.
• Experience in automotive, digital, or customer experience domains is a plus.

Responsibilities

• Lead end-to-end process mapping across CEX functions.
• Collaborate with project leads to build a process inventory.
• Identify duplication, inefficiencies, and improvement opportunities.

Skills

Business analysis

Process mapping

Stakeholder engagement

Workshop facilitation

Delivery-focused mindset

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.