Customer Excellence Business Analyst

Adecco Colombia S.A.; Warwick; Remote; GBP 80,000 - 105,000; Full time

Job summary

Our client is a leading utilities organisation seeking a Customer Excellence Business Analyst to deliver digital solutions for the Electricity Distribution team. The role is remote with travel for workshops, and umbrella rate of £500 per day.

You will map processes, write requirements and acceptance criteria, support backlog, and engage stakeholders to deliver measurable improvements using Agile methods and tools such as JIRA, Confluence and Microsoft 365.

Qualifications

• Proven track record in business analysis within a digital change environment and Agile delivery.
• Familiarity with digital collaboration tools such as JIRA, Confluence, and Microsoft 365.
• Strong analytical and problem-solving skills with a customer-centric mindset.

Responsibilities

• Map and assess current processes to identify inefficiencies and customer pain points.
• Develop clear requirements, user stories, and acceptance criteria for digital improvements.
• Collaborate with IT&D, owners and delivery teams to shape user-centred digital solutions.

Skills

Digital Delivery

Analytical Thinking

Problem Solving

Customer Focus

Education

Bachelor's degree

Tools

JIRA

Confluence

Microsoft 365

Job description

Our client, a leading organisation in the Utilities sector, is seeking a dynamic and analytical Customer Excellence Business Analyst to join their Electricity Distribution team. This is an exciting opportunity to play a pivotal role in delivering innovative digital solutions that enhance customer experiences and streamline operations.

Role: Customer Excellence Business Analyst

Duration: 12 Months

Location: Remote (travel for workshops, exp paid)

Rate: £500 pd (umbrella)

Key Responsibilities

As a Customer Excellence Business Analyst, your contributions will be vital in driving the digital strategy forward. Key responsibilities include:

Business Process & Requirements Analysis

• Map and assess current processes within Customer and Connections to identify inefficiencies and customer pain points.
• Develop clear requirements, user stories, and acceptance criteria to guide digital improvements.

Digital Solution Design & Delivery Support

• Collaborate with IT&D, business owners, and delivery teams to shape user-centred digital solutions.
• Support backlog development, testing, and implementation planning to ensure impactful delivery.

Stakeholder Engagement & Collaboration

• Engage with internal and external stakeholders to understand customer needs and emerging digital requirements.
• Facilitate workshops and sessions that drive alignment and resolve issues effectively.

Insight, Improvement & Strategy Enablement

• Utilise data and customer insights to identify opportunities for improvement, contributing to a roadmap that delivers measurable value.
• Track outcomes and drive continuous improvement across digital services.

Ideal Candidate Profile

The successful candidate will possess a strong digital mindset, exceptional communication skills, and the ability to build effective relationships across diverse stakeholders. Key qualifications and experience include:

Experience in Digital Delivery

• Proven track record in business analysis within a digital change environment, with a working knowledge of Agile delivery methods.
• Familiarity with digital collaboration tools such as JIRA, Confluence, and Microsoft 365 applications.

Analytical & Problem-Solving Skills

• Strong capability to assess and evaluate complex business processes, leveraging data and insights to support recommendations.
• Ability to break down complex problems and propose practical solutions that enhance operational effectiveness.

Customer-Centric Focus

• A genuine passion for improving customer services and removing process friction, with a resilient, results-driven approach.

Educational Background

• Educated to degree level, with desirable knowledge of the Electricity industry and relevant policies.

This is an excellent opportunity to contribute to a transformative digital strategy while enhancing customer experiences in a thriving environment. If you are eager to drive positive change and make a significant impact, this role may be your next great career move!

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.