Business Analyst

Business Analyst (Customer Engagement Platform Implementation & Sales/Bookings Initiatives)

Contract Details:

• Location: Remote (occasional site visits to Birmingham area)
• Start Date: Early January
• Duration: 6 months
• Day Rate: £500 per day
• IR35 Status: Outside IR35

About the Company:

Join one of the UK’s leading hospitality businesses, operating across 4,000+ sites nationwide. The organisation is undertaking a digital transformation to elevate its customer engagement, improve online guest booking journeys, and drive sales and loyalty through advanced platforms and automation.

Role Overview:

We are seeking an experienced Business Analyst to support the implementation of Bloomreach Engagement (Customer Engagement Platform) and contribute to wider Sales & Bookings transformation initiatives. This role will be pivotal in gathering requirements, aligning stakeholders, and ensuring successful integration of technology and business processes to enhance the online customer journey.

Key Responsibilities:

• Bloomreach (CEP) Implementation
• Lead the discovery and documentation of business requirements for the implementation of Bloomreach Engagement.
• Work closely with marketing, digital, and IT teams to map out current vs. future state processes.
• Define user stories and acceptance criteria related to customer data unification, campaign automation, personalization, and omnichannel messaging.
• Liaise with Bloomreach and third-party vendors to ensure alignment between business needs and platform capabilities.
• Support testing, training, and rollout planning, ensuring smooth adoption and business readiness.
• Ensure data privacy, GDPR compliance, and ethical use of customer data in solution design.
• Sales & Bookings Initiatives
• Analyse and document business requirements to automate and optimise online guest booking journeys.
• Collaborate with product, UX, and operations teams to improve user experience, reduce drop-offs, and increase conversion.
• Support the design of omnichannel strategies that integrate online platforms with in-venue and phone-based booking systems.
• Provide insight into key growth initiatives including: Loyalty programmes, Discount and promotions logic, Gamification mechanics, Referral and partnership schemes.
• Track performance of implemented changes and recommend data-driven improvements.

Essential Skills & Experience:

• Proven experience as a Business Analyst within digital transformation or customer engagement projects.
• Experience supporting MarTech, CDP, or CEP platform implementations (Bloomreach preferred, but others like Salesforce Marketing Cloud, Adobe, or Emarsys acceptable).
• Strong understanding of customer data journeys, personalisation strategies, and marketing automation workflows.
• Familiarity with booking systems, e-commerce platforms, or hospitality/retail environments.
• Confident working with cross-functional teams including marketing, tech, operations, and external vendors.
• Skilled in process mapping, user stories, UAT, and stakeholder workshops.
• Knowledge of GDPR, data privacy, and customer data best practices.

Desirable Experience:

• Background in hospitality, retail, or multi-site consumer-facing businesses.
• Exposure to sales performance metrics, online conversion strategies, and loyalty/CRM programmes.
• Experience in agile environments, using tools such as Jira or Confluence.

Why Join?

• Work on high-impact digital initiatives with real influence on customer experience across 4,000+ UK sites.
• Help implement one of the leading AI-powered customer engagement platforms in the market.
• Collaborate with forward-thinking teams in a supportive and innovative culture.
• Enjoy a fully remote contract with flexibility and autonomy.

To apply or learn more, please submit your CV or reach out with any questions.