Technical Business Analyst

Location: London (3 days a week in the office)

LA2002

We’ve partnered with a leading organisation undergoing a major digital transformation and are seeking an experienced Business Analyst with strong Design Thinking expertise to join their Digital Products team.

This is not a traditional BA role focused on documenting predefined solutions. Instead, the successful candidate will work in discovery mode - understanding how people work today and shaping how they should work tomorrow.

Working closely with UX and Product teams, the role will support two key strategic initiatives: an AI CoPilot programme and a CRM Adoption transformation.

• Facilitate workshops and conduct user research across sales, operations, and commercial teams
• Observe real user workflows to uncover pain points and behavioural insights
• Map current processes and identify gaps between official workflows and real-world practice
• Translate research findings into actionable product requirements

• Capture sales knowledge and quoting processes to inform AI-enabled solutions
• Define user stories, acceptance criteria, and AI feature requirements
• Support testing and validation to ensure AI outputs reflect real business needs

• Diagnose barriers to CRM adoption and identify workflow improvements
• Define automation opportunities and improved user journeys
• Support training, change adoption, and success measurement

• Convert discovery insights into clear functional requirements
• Facilitate alignment across business and technical stakeholders
• Support UAT, user feedback sessions, and post-launch adoption tracking

• 7+ years’ experience as a Business Analyst within commercial or customer-facing systems
• Strong Design Thinking / human-centred design experience
• Proven user research and workshop facilitation skills
• Ability to translate between technical and business audiences
• Comfortable working in ambiguous, discovery-led environments
• Experience with tools such as Jira, Confluence, Miro or similar
• CRM implementation or adoption programme experience
• Exposure to AI or data-driven products
• Travel or hospitality sector experience
• Agile delivery experience within product teams

If this sounds like you please get in touch.