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Business Analyst - Customer Journey

Business Analyst - Customer Journey

Hybrid

Slough, United kingdom

Full Time

06-03-2026

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Skills

Salesforce Customer Service CRM Agile Analytics

Job Specifications

Business Analyst | Customer Journey Analysis | Berkshire | Hybrid | £750/day (Inside IR35) | 12 Months Contract | AI | Self - Service Functions |

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!

About the Company

The Adecco Group is a world leading talent company. Our purpose is making the future work for everyone. Through our three global business units - Adecco, Akkodis and LHH - across 60 countries, we enable sustainable and lifelong employability for individuals, deliver digital and engineering solutions to power the Smart Industry transformation and empower organisations to optimise their workforces. The Adecco Group leads by example and is committed to an inclusive culture, fostering sustainable employability, and supporting re... Know more