Summary: The Business Analyst role focuses on supporting the implementation of a new web chat function within a customer contact operation. Key tasks include gathering requirements, mapping processes, and engaging with stakeholders to ensure a smooth rollout. The position requires collaboration with IT and customer service teams to define workflows and user journeys. This is a contract position lasting three months and classified as inside IR35.

Key Responsibilities:

• Gather and analyse business requirements for the web chat and email system.
• Work closely with IT teams, customer service teams, and key stakeholders to define workflows and user journeys.
• Support system configuration, testing, and troubleshooting.
• Document processes, requirements, and training materials to support adoption.
• Identify potential risks and recommend improvements for a seamless transition.

Key Skills:

• Proven experience as a Business Analyst in a contact centre or customer service environment.
• Strong understanding of digital customer engagement across multiple channels (calls, emails, web chat).
• Experience working with CRM platforms and customer contact software.
• Excellent stakeholder management, process mapping, and problem-solving skills.

Salary (Rate): £450

City: Edinburgh

Country: UK

Working Arrangements: hybrid

IR35 Status: inside IR35

Seniority Level: undetermined

Industry: Other