Business Analyst

Overview

We have partnered with our energy client in their search for business Analysts to join a group-wide customer service transformation programme.

• Lead requirements gathering across business, operational, and technical stakeholders.
• Facilitate workshops with contact centre teams and business SMEs.
• Produce high-quality user stories, process maps, and functional/non-functional requirements.
• Analyse current-state customer journeys and define future-state improvements.
• Challenge existing ways of working using industry best practice.
• Support delivery teams through change, build, and implementation phases.
• Work closely with programme leadership, product owners, and technical teams.
• Contribute to benefit realisation and value tracking where required.

• Proven experience as a Business Analyst on large, complex programmes.
• Strong background in customer service and/or contact centre environments.
• Excellent stakeholder engagement and facilitation skills.
• Ability to operate at pace in an ambiguous, evolving transformation environment.
• Experience working in Agile, hybrid, or waterfall delivery models.
• Strong documentation and communication skills.
• Experience with Amazon Connect or similar cloud contact centre platforms.

Korn Ferry unleashes potential in people, teams, and organizations. We work with our clients to design optimal organization structures, roles, and responsibilities. We help them hire the right people and advise them on how to reward and motivate their workforce while developing professionals as they navigate and advance their careers. To learn more, please visit Korn Ferry at