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Business analyst

  • Location: London
  • Salary: Up to £35000 per annum + Plus benefits
  • Job type: Permanent
  • Sector: Digital & e-commerce
This vacancy has now expired.

Customer experience business analyst

The role

As an experienced business analyst within a customer experience setting, you will be a key player in terms of assessing and improving client experience by providing both qualitative and quantitative business analysis for the experience of client customers. You will be responsible for providing a quantitative driven support service for measuring the overall customer experience.

The aim of this project is to gain a solid understanding of consumer behaviour and what it is that influences them. The data and analytics team will use a mix of data science research and traditional analytics to aid the customer experience transformation. As a customer experience BA you will be the go to person for all data requirements, sourcing, and delivering all the right data within a given time frame in order to uncover the root cause analysis.


  • The ability to work under pressure, adapt to different scenarios and keep to deadlines.
  • Excellent communication skills, in order to source and request data in order to identify opportunities for improvement by efficiently gathering requirements and customer journey mapping.
  • Working alongside operational and technical teams and understanding multichannel customer journeys.
  • Develop and maintain strong stakeholder relationships across the business.
  • Utilise the correct datasets to review and analyse customer journeys.
  • Support the development and design of innovative solutions in order to maximise self service and minimise customer contact.
  • Complete necessary project mandates identified via customer journey mapping.
  • Taking part in customer workshops and forums surrounding customer journey.

Qualifications and experience

  • Minimum 2 years' experience as a customer experience/service BA
  • Experience using BI and MI tools
  • Excellent project management and communication skills
  • Use output from data tools to develop an audience insight
  • The ability to multitask and adapt to different situations
  • The ability to communicate and translate effectively between stakeholders and technology teams in order to provide an easy understanding
  • Experience working with CX teams

Desired skills:

  • Experience within the automotive industry
  • Ability to lead a team
  • Project management experience
  • Experience within a digital capacity
  • Experience in design of improvement initiatives to drive call reduction and channel shift
  • Experience working with director level stakeholders

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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