We’re looking for a high calibre Senior Business Analyst (on a contract basis) to help shape a completely new approach to Account Management for our key client, awaze, Europe's leading managed vacation rentals and holiday resorts business.

Role | Project

As part of a group wide transformation programme, we’re looking for a highly experienced Business Change Analyst to play an important role in defining how the organisation moves from a predominantly reactive, inbound service and retention model towards a much more proactive, outbound and commercially focused Account Management capability.

Working closely with the Owner Lifecycle team and senior stakeholders, you’ll help define what a best-in-class Account Management model should look like, and how that experience should differ depending on the value and potential of each owner.

What you'll be doing

• Define the future Client/Account Management operating model and customer/owner segmentation approach.
• Design how the proposition should differ across high, medium and lower-value owner segments.
• Shape the centralised Account Management capability across the business.
• Explore how digital channels can create a more scalable owner experience.
• Identify opportunities to make better use of Salesforce, AI voice and engagement platforms.
• Map the transition from reactive inbound servicing towards proactive outbound Account Management.
• Consider how the model could ultimately scale across all group companies including Cottages, Hoseasons and Novasol.
• Work closely with senior stakeholders to turn the vision into a practical, deliverable operating model.