Business Analyst

Business Analyst – Customer & Colleague Experience | Outside IR35 | Hybrid (East Sussex – once/month)

If you’re a Business Analyst who’s spent time in retail, customer-facing banking, or a consumer-first business – and you’re ready to stop being a cog and start defining the roadmap – this one’s worth five minutes of your time.

The Role
A well-established leisure and hospitality brand is midway through a meaningful digital transformation – and they need a commercially sharp BA to take the vision into delivery. The Epic-level strategy is done, the senior stakeholders are bought in. Now it’s about understanding what the business actually needs day-to-day and turning that into clear, actionable requirements.

You’ll work across four workstreams spanning customer and colleague experience – including CRM and single customer view, a new colleague-facing hub, and process automation across the operation. This is real business-facing BA work: lots of stakeholder engagement, process discovery, and pragmatic problem-solving.

What you’ll be doing
* Translating business needs into clear requirements across four transformation workstreams
* Leading discovery and process mapping for CRM / customer and colleague portal initiatives
* Supporting the development of a practical delivery roadmap grounded in day-to-day operations
* Engaging directly with business stakeholders at all levels – from frontline colleagues to senior sponsors
* Working alongside a second BA (Health & Safety stream) and reporting into an experienced Programme Manager
* Keeping things simple: the complexity here isn’t technical – it’s cutting through ambiguity and keeping delivery moving

What we’re looking for
* Proven BA experience in a customer-facing sector – retail, consumer banking, hospitality, or similar
* Hands-on experience with CRM, customer data, or single customer view programmes
* Strong stakeholder engagement skills – able to operate at all levels
* Comfortable working in low-maturity tech environments where not everything is defined
* Resilient, pragmatic, and good with ambiguity – able to keep moving without being told exactly what to do
* Collaborative and personable – this is a small team and culture matters

Nice to have:
* Experience with colleague-facing portal or intranet tooling
* Background in process automation initiatives (not technical – business process side)
* Previous work in leisure, parks, hospitality, or multi-site retail

What’s on offer
* Day rate: 500-600 per day outside ir35
* Hybrid: primarily remote with one visit to Bexhill per month; ad hoc travel to sites (Cornwall to Liverpool)
* 6-month initial contract
* 1-stage interview

To apply: Send your CV or drop a message – we’re moving quickly, with interviews available next week.