Business Analyst – Customer Support
Hatfield - Hybrid (3 days on-site)
Salary Up To £50,000 (DOE)
12-month FTC

We’re working with a globally recognised organisation to recruit an experienced Business Analyst to join their operations function on a 12-month FTC. This is a fantastic opportunity to play a key role in driving process optimisation, standardisation, and continuous improvement across a complex, multi-functional environment.

You’ll be instrumental in reviewing, documenting, and improving processes to enhance efficiency, scalability, and alignment with strategic objectives. This role sits at the heart of transformation - working across business, operations, and technology teams to deliver meaningful, data-driven improvements.

Process Analysis & Optimisation:

• Analyse end-to-end operational processes to identify inefficiencies and improvement opportunities
• Conduct gap analysis (AS-IS / TO-BE) and define actionable solutions
• Drive standardisation and best practices across global operations
• Collaborate with internal teams and third-party providers to enhance both manual and system-led processes

  
Documentation & Governance:

• Own and maintain high-quality process documentation, including SOPs and process maps
• Ensure all documentation reflects current operations and governance standards
• Manage change logs and maintain clear audit trails for process updates

  
Workflow & Journey Mapping:

• Develop detailed process and customer journey maps across business and system landscapes
• Create clear visualisations using tools such as Miro, Lucid, Visio, or Figma
• Identify opportunities for automation, simplification, and efficiency gains

  
Stakeholder Engagement:

• Partner with cross-functional stakeholders to gather and define business requirements
• Facilitate workshops, interviews, and discovery sessions
• Act as a key liaison between business and technical teams

  
Continuous Improvement & Change:

• Support and drive ongoing process improvement initiatives
• Ensure changes are effectively documented, communicated, and embedded
• Contribute to a culture of operational excellence and continuous improvement

  
Essential:

• 3–5 years’ experience in Business Analysis or a similar role
• Strong experience in process mapping and journey mapping tools
• Excellent analytical and documentation skills
• Ability to communicate complex information clearly and concisely

  
Desirable:

• Degree in Business Administration or related field
• CBAP, PMP, or similar certifications

  
Key Skills & Attributes:

• Highly organised with strong attention to detail
• Analytical, logical, and methodical approach
• Strong problem-solving capability
• Confident stakeholder engagement skills
• Able to manage multiple priorities in a fast-paced environment
• Proactive mindset with a passion for continuous improvement

  
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.