We're looking for a hands-on Business Analyst to accelerate discovery and process redesign across key order & customer agent journeys within their platform.

About the Role

If you're strong on process mapping, customer journeys, requirements definition and stakeholder alignment, this role gives you the autonomy to own capabilities end‑to‑end and drive meaningful improvements.

Responsibilities

• Own a set of capabilities from a wider capability heatmap - defining scope, gaps, dependencies and improvement opportunities.
• Lead discovery, mapping current-state processes, customer journeys, agent flows and root causes.
• Design robust future-state workflows, process maps, blueprints and edge-case handling.
• Produce high-quality PRDs, functional requirements, user stories, acceptance criteria and detailed business rules.
• Align stakeholders across Product, Engineering, Ops, Analytics and connected programmes.
• Host workshops to refine scope, risks, assumptions and success metrics.
• Support delivery teams through build, UAT and launch readiness.
• Track and measure improvements across efficiency, quality, customer experience and agent experience.

Qualifications

• Proven experience as a Business Analyst owning end‑to‑end requirements.
• Strong background in process mapping, service design, customer/agent journeys and workflow modelling.
• Confident facilitator with excellent stakeholder management skills.
• Analytical problem-solver able to use data to shape decisions.
• Experience working with Product & Engineering teams in agile or hybrid environments.
• It would be great to have experience with system changes and upgrades
• Familiarity with PM tools e.g Jira, Confluence, Miro, BPMN tools, or analytics platforms.

Contractor role 6-9 months +

Inventum Group is acting as an Employment Business in relation to this vacancy.