Technical Business Analyst - Customer Platforms

About the Role

Join a fast-growing holiday company passionate about delivering outstanding travel experiences through technology innovation. As a Technical Business Analyst in the Customer Platforms team, you will focus on enhancing customer service platforms, especially Salesforce and Amazon Connect, playing a key part in driving technology changes that improve customer interactions and operational effectiveness.

Key Responsibilities

• Collecting, analyzing, and documenting both business and technical requirements for customer platform projects.
• Leading workshops and collaborative sessions to explore business needs and set priorities for future system improvements.
• Producing detailed user stories, process diagrams, and other documentation to guide successful project delivery.
• Collaborating closely with development teams, DevOps, and external vendors throughout solution development and deployment.
• Supporting activities such as implementation, testing, end-user training, and driving adoption of new solutions.
• Identifying potential enhancements to customer service workflows and improving contact centre performance and user experience.

Required Qualifications and Skills

• At least three years' professional experience as a Technical Business Analyst.
• Strong expertise with Salesforce platforms, specifically Salesforce Service Cloud, ideally gained in contact centre or customer service contexts.
• Proven ability to facilitate requirements gathering, stakeholder engagement workshops, process mapping, and impact assessments.
• Excellent stakeholder management and influencing skills, comfortable working across diverse business, technical, and operational teams.
• Proficient in crafting user stories and business requirements supporting agile project delivery.
• Experience utilizing tools like Jira, Confluence, and Miro to manage and document project workflows.
• Exceptional communication skills, able to engage effectively at every organizational level.
• Curious and positive mindset with a passion to understand challenges and design impactful solutions.

Desirable Experience

• Familiarity with Amazon Connect or similar telephony and contact centre technologies.
• Exposure to AI-powered customer service tools such as Salesforce Einstein or Agentforce.
• Background in travel, leisure, or other customer-focused contact centre environments.

Benefits and Perks

• Bonus potential up to 20% of salary.
• Private Medical Insurance (PMI).
• 7% employer pension contributions.
• Generous staff travel discounts and offers.
• 25 days annual leave plus bank holidays.
• Annual credit towards booking an easyJet holiday.
• Access to various flexible benefits and additional perks.

Working Conditions

This full-time position is based at the Luton office with 40 working hours per week. The role supports hybrid working with the expectation of spending about 60% of working time onsite (approximately 3 days per week).

Inclusion and Accessibility

The company is committed to equal opportunity and inclusivity and welcomes candidates from all backgrounds. Reasonable adjustments can be made throughout the recruitment process to accommodate specific needs or disabilities.