CCP

Business Analyst - Customer Support Hatfield - Hybrid (3 days on-site) Salary Up To £50,000 (DOE) 12-month FTC We're working with a globally recognised organisation to recruit an experienced Business Analyst to join their operations function on a 12-month FTC. This is a fantastic opportunity to play a key role in driving process optimisation, standardisation, and continuous improvement across a complex, multi-functional environment. You'll be instrumental in reviewing, documenting, and improving processes to enhance efficiency, scalability, and alignment with strategic objectives. This role sits at the heart of transformation - working across business, operations, and technology teams to deliver meaningful, data-driven improvements. Process Analysis & Optimisation: Analyse end-to-end operational processes to identify inefficiencies and improvement opportunities Conduct gap analysis (AS-IS / TO-BE) and define actionable solutions Drive standardisation and best practices across global operations Collaborate with internal teams and third-party providers to enhance both manual and system-led processes Documentation & Governance: Own and maintain high-quality process documentation, including SOPs and process maps Ensure all documentation reflects current operations and governance standards Manage change logs and maintain clear audit trails for process updates Workflow & Journey Mapping: Develop detailed process and customer journey maps across business and system landscapes Create clear visualisations using tools such as Miro, Lucid, Visio, or Figma Identify opportunities for automation, simplification, and efficiency gains Stakeholder Engagement: Partner with cross-functional stakeholders to gather and define business requirements Facilitate workshops, interviews, and discovery sessions Act as a key liaison between business and technical teams Continuous Improvement & Change: Support and drive ongoing process improvement initiatives Ensure changes are effectively documented, communicated, and embedded Contribute to a culture of operational excellence and continuous improvement Essential: 3-5 years' experience in Business Analysis or a similar role Strong experience in process mapping and journey mapping tools Excellent analytical and documentation skills Ability to communicate complex information clearly and concisely Desirable: Degree in Business Administration or related field CBAP, PMP, or similar certifications Key Skills & Attributes: Highly organised with strong attention to detail Analytical, logical, and methodical approach Strong problem-solving capability Confident stakeholder engagement skills Able to manage multiple priorities in a fast-paced environment Proactive mindset with a passion for continuous improvement You'll be part of a global, collaborative team where your insights directly influence customer experience and operational efficiency. This is a fantastic opportunity to make a measurable impact while developing your expertise in a fast-paced environment. CCP are proud to support many of the world's best brands, helping them source talent, embrace diversity and build inclusive workplaces. To be considered for this role please apply using the link below, suitable candidates will be contacted in due course. Contact Tim Campion on (Monday to Friday, 9am - 5:30pm) or email for more information.