Business Analyst – Retail Contact Centre & E‑commerce

Location: Central London (Hybrid - 2 days onsite per week) Contract length: 6 months initially Start: ASAP

About the Role

Our client (a large UK retailer) is looking for a talented Business Analyst with deep experience across retail contact‑centre operations and e‑commerce customer journeys. This is a high‑impact role at the heart of our client's digital and operational transformation, where you'll turn real customer problems into clear, actionable solutions that shape how millions interact with our brand.

You’ll partner closely with contact centre teams, product owners, engineering, UX and operations to understand business needs, define user journeys, and ensure seamless customer experiences across digital and assisted channels. If you love solving complex service challenges, simplifying processes and driving measurable outcomes — this role is for you.

What You’ll Do

* Work with contact‑centre, e‑commerce and product teams to uncover business problems, improvement opportunities and customer pain points.

* Gather, analyse and document business requirements, user journeys, process flows, and service needs.

* Translate complex customer and retail scenarios into clear specifications, acceptance criteria and user stories.

* Facilitate workshops, interviews and cross‑functional discussions to align on business goals and expected outcomes.

* Analyse customer behaviour, call trends, operational KPIs and data insights to support prioritisation and decision‑making.

* Contribute to product backlog refinement, sprint planning and iterative delivery cycles.

* Support testing activities including UAT, journey walkthroughs, feedback cycles and business validation.

* Ensure the end‑to‑end customer journey between digital, retail and contact‑centre channels is connected and consistent.

* Communicate risks, insights and progress updates through clear, structured storytelling.

What You Bring

* Strong experience as a Business Analyst in retail, contact‑centre or e‑commerce environments.

* Excellent understanding of customer service workflows, case management, agent journeys and call‑handling processes.

* Direct exposure to e‑commerce journeys such as ordering, payments, fulfilment, returns and cancellations.

* Ability to translate complex topics into simple, compelling narratives understood by both business and technical teams.

* Solid analytical skills — comfortable working with data, KPIs and customer insight to drive decisions.

* Skilled in producing BRDs, user stories, process maps, functional specs and structured documentation.

* Experience working collaboratively with Product, Engineering, UX and Operations in Agile environments.

* Confident stakeholder engagement across all levels, including senior leadership.

Desirable Skills

* Hands‑on experience with Jira, Confluence, Miro, CRM platforms, contact‑centre software or workflow tools.

* Familiarity with omnichannel retail journeys (BOPIS, BORIS, CC→store).

* Understanding of e‑commerce metrics, dashboards and performance measurement.

* Exposure to AI‑enabled customer support, virtual assistants or conversational platforms.

If you have the relevant skills and experience, please apply promptly to be considered