Program Business Analyst

• Extensive experience as a Senior Business Analyst delivering large-scale transformation programmes across customer service, contact centre, or customer operations domains.
• Strong track record in reducing failure demand, enabling contact deflection, and driving channel shift initiatives.
• Expertise in customer journey mapping, process optimisation, and Target Operating Model (TOM) design.
• Hands-on experience supporting digital transformation through AI-enabled solutions, including automation, assisted service, and self-service capabilities.
• Proven experience working with CRM and contact centre technologies such as Salesforce and/or Amazon Connect (or similar platforms).
• Comfortable working in Agile delivery environments, collaborating with cross-functional squads across sprints and release cycles.

Desirable Skills

• Experience in workforce transformation, including onshore/offshore operating model changes or organisational redesign.
• Familiarity with AI technologies such as conversational analytics, speech-to-text, and intelligent routing solutions.
• Background in regulated or high-volume consumer sectors such as energy, utilities, telecommunications, financial services, or retail.