Overview
We are seeking an experienced Business Process Analyst for an initial 3-month contract to drive a major business transformation programme. The successful candidate will collaborate with operational teams across the UK and Denmark to document current processes, identify areas for improvement, and streamline operations to enhance customer experiences. This role focuses on business processes and change management, rather than technical systems.
Responsibilities
- Map and document current-state processes within the Account Management, Service, and Retention teams.
- Engage with UK and Danish operational teams to understand practical process workflows.
- Identify inefficiencies and opportunities for process streamlining.
- Create an operational baseline for training and onboarding purposes.
- Recommend consistent operational practices across European teams.
- Collaborate with stakeholders to transform undocumented knowledge into repeatable processes.
Requirements
- Strong experience in Business Process Analysis and Mapping.
- Proven background in customer service, operational, or contact centre environments.
- Track record of identifying and implementing process improvements.
- Excellent skills in stakeholder engagement and workshop facilitation.
- Ability to translate complex processes into simplified, clear documentation.
- Experience within B2C, Marketplace or eCommerce settings is advantageous.