Business Analyst | Customer Journey Analysis | Berkshire | Hybrid | -750/day (Inside IR35) | 12 Months Contract |

Our client is seeking an experienced Business Analyst with experience in supporting digital and AI enabled customer service solutions, including assisted service or self-service functions.

Required Key Skills & Experience:

• Proven experience as a Senior Business Analyst supporting large-scale transformation programmes within customer service, contact centre, or customer operations environments.
• Strong background in customer journey analysis, process re-engineering, and target operating model design.
• Experience working with CRM and contact centre platforms, ideally Salesforce and/or Amazon Connect (or equivalent).
• Experience operating in Agile delivery environments, supporting squads through sprints and releases.
• Exposure to AI tools, conversational analytics, speech-to-text, or intelligent routing.
• Professional Business Analysis certification desirable (BCS, IIBA, Agile BA).

Location: Berkshire

Hybrid: 1-2 days per week in the office / remainder days working from home

Contract: 12 Months

Rate: -750/d Inside IR35 (Via umbrella)

If you''re an experienced Business Analyst with experience in supporting Customer journey''s we''d love to hear from you. Please submit your CV today!

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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