Job Specifications
Business Analyst
(Customer Engagement Platform Implementation & Sales/Bookings Initiatives)
Contract Details:
Location: Remote (occasional site visits to Birmingham area)
Start Date: Early January
Duration: 6 months
Day Rate: £500 per day
IR35 Status: Outside IR35
About the Company:
Join one of the UK’s leading hospitality businesses, operating across 4,000+ sites nationwide. The organisation is undertaking a digital transformation to elevate its customer engagement, improve online guest booking journeys, and drive sales and loyalty through advanced platforms and automation.
Role Overview:
We are seeking an experienced Business Analyst to support the implementation of Bloomreach Engagement (Customer Engagement Platform) and contribute to wider Sales & Bookings transformation initiatives.
This role will be pivotal in gathering requirements, aligning stakeholders, and ensuring successful integration of technology and business processes to enhance the online customer journey.
Key Responsibilities:
Bloomreach (CEP) Implementation
Lead the discovery and documentation of business requirements for the implementation of Bloomreach Engagement.
Work closely with marketing, digital, and IT teams to map out current vs. future state processes.
Define user stories and acceptance criteria related to customer data unification, campaign automation, personalization, and omnichannel messaging.
Liaise with Bloomreach and third-party vendors to ensure alignment between business needs and platform capabilities.
Support testing, training, and rollout planning, ensuring smooth adoption and business readiness.
Ensure data privacy, GDPR compliance, and ethical use of customer data in solution design.
Sales & Bookings Initiatives
Analyse and document business requirements to automate and optimise online guest booking journeys.
Collaborate with product, UX, and operations teams to improve user experience, reduce drop-offs, and increase conversion.
Support the design of omnichannel strategies that integrate online platforms with in-venue and phone-based booking systems.
Provide insight into key growth initiatives including:
Loyalty programmes
Discount and promotions logic
Gamification mechanics
Referral and partnership schemes
Track performance of implemented changes and recommend data-driven improvements.
Essential Skills & Experience:
Proven experience as a Business Analyst within digital transformation or customer engagement projects.
Experience supporting MarTech, CDP, or CEP platform implementations (Bloomreach preferred, but others like Salesforce Marketing Cloud, Adobe, or Emarsys acceptable).
Strong understanding of customer data journeys, personalisation strategies, and marketing automation workflows.
Familiarity with booking systems, e-commerce platforms, or hospitality/retail environments.
Confident working with cross-functional teams including marketing, tech, operations, and external vendors.
Skilled in process mapping, user stories, UAT, and stakeholder workshops.
Knowledge of GDPR, data privacy, and customer data best practices.
Desirable Experience:
Background in hospitality, retail, or multi-site consumer-facing businesses.
Exposure to sales performance metrics, online conversion strategies, and loyalty/CRM programmes.
Experience in agile environments, using tools such as Jira or Confluence.
Why Join?
Work on high-impact digital initiatives with real influence on customer experience across 4,000+ UK sites.
Help implement one of the leading AI-powered customer engagement platforms in the market.
Collaborate with forward-thinking teams in a supportive and innovative culture.
Enjoy a fully remote contract with flexibility and autonomy.
To apply or learn more, please submit your CV or reach out with any questions.
About the Company
Identifi Global is proud to be one of the UK's leading experts in personalised career management and talent acquisition for both permanent and contract roles. Since 2015, we have been disrupting the market with our dedication to exceptional candidate experiences and client-centric solutions. Our effective recruitment methods consistently achieve outstanding results.
Our mission is to deliver innovative solutions and superior service, ensuring our clients and candidates lead in their respective fields. Our unwavering dedicat...
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