B2E Consulting
Business Analyst
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KR-4459; Business Analyst - Contact Centre Transformation
Location: Remote with occasional travel to client offices (Edinburgh/London)
Length of Project: 4 months+
Start Date: ASAP
Contract Type: Inside IR35
Advertised Rate: £ comp (daily rate)
Please note our client is unable to sponsor visa applications for this opportunity
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Summary
Do you have business analysis experience on a large-scale contact centre transformation programme?
This consulting opportunity is to support our client, a leading UK financial services organisation, in delivering a Contact Centre Transformation Programme to improve customer interactions, colleague experience, operational efficiency and regulatory outcomes. The programme will introduce technology and process improvements while supporting the transition to new contact centre capabilities.
Key Services
The key services that you will be asked to provide are:
- Leading discovery activities to understand current-state contact centre processes, customer journeys and technology capabilities
- Capturing and managing business, functional and non-functional requirements
- Documenting current-state and future-state business processes, customer journeys and operating models
- Facilitating workshops across business, technology and third-party delivery teams
- Supporting user acceptance testing, business readiness and deployment activities
- Maintaining end-to-end traceability from requirements through to implementation and operational handover.
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Mandatory Requirements
Successful consultants will be able to demonstrate:
- Experience delivering business analysis on large-scale transformation programmes
- Experience within customer-centric service environments
- Expertise in requirements elicitation and documentation, workshop facilitation and supporting testing and deployment
- Strong experience agile delivery
- Strong process mapping and customer journey mapping capability
- Strong stakeholder management and communication skills, blending the ‘art of the possible’ with pragmatic solutions
Optional Requirements
It will be advantageous if you have:
- Experience with cloud contact centre platforms such as Amazon Connect, Genesys Cloud, NICE CXone, Five9 or Cisco Contact Centre
- Experience in delivering telephony transformation or migration programmes
- Understanding of IVR design, call routing, workforce management and quality monitoring
- Experience integrating contact centre platforms with CRM platforms such as Salesforce, Dynamics 365 or ServiceNow
- Financial Services experience, particularly within pensions, retirement or insurance sectors.
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