Business Analyst – Customer Support
Hatfield - Hybrid
Salary Up To £50,000 (DOE)
12 month FTC

Are you a detail-driven Business Analyst with a passion for improving customer journeys and business processes? We’re looking for a skilled professional to join a Global team and play a key role in shaping, analysing, and optimising end-to-end processes across the business.

The Role

As a Business Analyst within the Customer Support function, you’ll be responsible for developing journey maps and documenting processes that drive operational excellence. You’ll work closely with stakeholders across the organisation to understand current workflows, identify gaps, and design improved future-state solutions.

Key Responsibilities

• Business Process Documentation
• Evaluate and optimise internal and third-party business/system processes
• Document current workflows (manual and system-driven)
• Conduct stakeholder and end-user interviews to gather requirements

Workflow & Journey Mapping

• Map AS-IS and TO-BE processes and perform gap analysis
• Select and apply appropriate business analysis tools and techniques
• Create detailed journey maps using tools such as Miro, Lucid, Figma, Visio, or Braze
• Identify opportunities for continuous improvement

Types of Mapping Include:

• Customer Experience Flows
• Business Process Flows
• Salesforce Architecture Flows

Collaboration & Communication

• Work cross-functionally to ensure alignment and understanding of processes
• Engage with stakeholders to define current and future business needs

What We’re Looking For Essential:

• Excellent communication skills
• Strong ability to gather, analyse, and present information clearly
• Hands-on experience with journey mapping tools
• 3–5 years’ experience in Business Analysis or similar role

Desirable:

• Bachelor’s degree in Business Administration or related field
• CBAP, PMP, or similar certifications

Key Skills & Attributes

• Analytical, logical, and methodical mindset
• Strong attention to detail and documentation skills
• Excellent communication and stakeholder management
• Ability to prioritise and manage multiple tasks under pressure
• Self-motivated, resilient, and adaptable
• Passion for continuous improvement and problem-solving

You’ll be part of a global, collaborative team where your insights directly influence customer experience and operational efficiency. This is a fantastic opportunity to make a measurable impact while developing your expertise in a fast-paced environment.
 
CCP are proud to support many of the world’s best brands, helping them source talent, embrace diversity and build inclusive workplaces. To be considered for this role please apply using the link below, suitable candidates will be contacted in due course.

Contact Tim Campion on 0208 989 7779 (Monday to Friday, 9am - 5:30pm) or email tim@ccprecruitment.com for more information.