Business Analyst

The role will be ideal for an empathetic, logical, analytical thinker, who thrives at the intersection of technology, business, and customer success and wants to help shape how customer value is delivered and sustained.

REQUIRED SKILLS AND EXPERIENCE :
- 2-3 years experience of as a Business Analyst or Consultant in technology, services, or customer experience environments.
- Proven success in customer-facing or consultative roles, engaging across pre-sales, delivery, and optimisation phases.
- Strong understanding of Customer Success principles, lifecycle management, and value realisation frameworks.
- Experience in requirements definition, process mapping and optimisation, and solution validation within multi-stakeholder environments.
- Excellent customer facing communication and facilitation skills - able to bridge business, technical, and executive audiences.
- Proficiency in using Salesforce (or similar) for lifecycle visibility and success tracking.

PREFERRED SKILLS :
- Experience in Customer Experience (CX), Contact Centre, SaaS, or Managed Services industries.
- Familiarity with CCaaS and CRM/CSM cloud platforms (AWS, Amazon Connect, Genesys, Five9, Zendesk, ServiceNow, Salesforce).
- Certification in Business Analysis (CBAP, PMI-PBA), Customer Success (CSM), or ITIL v4.
- Data fluency and ability to derive insight-driven recommendations.