Business Analyst

Location: Horsham

Employment Type: Permanent, full-time

Salary: Up to £40k depending on experience

Hours: 40 hours per week. Core working hours Monday-Friday (8:30am-5:30pm)

About the Role

We're looking for a proactive and solutions-focused Business Analyst to join our team, helping to drive process improvement, enhance customer journeys, and deliver meaningful change across the business.

In this role, you'll work closely with stakeholders across multiple departments to understand and translate complex business requirements, map end-to-end customer journeys, and design effective future-state processes. You'll identify opportunities to improve efficiency and customer outcomes, while supporting change initiatives from initial scoping and requirements gathering through to UAT, implementation, and adoption.

If you're naturally curious, detail-oriented, and passionate about challenging existing processes, solving problems, and turning business needs into practical improvements, this could be the perfect opportunity for you.

What you will be doing

• Analyse, map, and optimise end-to-end business processes, identifying opportunities to improve efficiency, enhance customer outcomes, and drive continuous improvement using Lean and Six Sigma methodologies.
• Gather, analyse, and translate complex business requirements into future-state process designs, end-to-end customer journey maps, functional requirements, user stories, and clear scoping documentation. We are looking to move CRM systems so you will spend a lot of your initial time understanding and documenting the requirements.
• Facilitate stakeholder workshops and support change initiatives through requirements gathering, UAT, implementation, training, and adoption / embedding, ensuring new processes and solutions are successfully embedded.
• Produce and maintain high-quality business documentation, including process maps, requirements, test scenarios, change requests, training materials, and implementation artefacts.

What we are looking for

Essential skills and experience

• Proven experience as a Business Analyst or Process Improvement Analyst, ideally within a regulated or customer-facing industry such as telecommunications, financial services, or utilities.
• Strong experience in process mapping, requirements gathering, business analysis, documentation and continuous improvement, including Lean and/or Six Sigma methodologies.
• Experience translating business requirements into easy to understand functional specifications, user stories, process maps, and test scenarios, with involvement in User Acceptance Testing and change delivery.
• Excellent stakeholder and supplier management and communication skills, with the confidence to facilitate workshops and engage effectively with both technical and non-technical stakeholders at all levels.
• Strong analytical and problem-solving skills, with excellent attention to detail and proficiency in Microsoft Office and Visio or equivalent process-mapping tools.

Desirable skills and experience

• Lean Six Sigma certification or a recognised Business Analysis certification, such as BCS International Diploma, CBAP, or CCBA.
• Experience working within structured change management and governance frameworks.
• Knowledge of Agile and Waterfall project delivery methodologies
• Be passionate about delivering high quality solutions for our customers and your peers.

Benefits

50% off Home Telecom broadband after probation – completely FREE after 2 years.

25 days holiday, rising to 30 days with service + bank holidays + your birthday off.

Complementary fresh fruit and breakfast bar.

Local company discounts in Horsham.

Salary sacrifice pension scheme.

Buy and sell holiday scheme.

Friday fridge (end-of-week treats).

Regular company events: summer party, Christmas party, sports day & more.

£500 refer a friend.

£250 bright ideas scheme.

Aviva Health Care – 24/7 Doctor, counselling & bereavement counselling.

Parking available free / discounted options.

Free eye care vouchers.

Death in service cover.

Ready to Join Us?

If you’re passionate about people, thrive in a fast-paced environment, and want to be part of a company that’s shaking up the telecoms industry, we’d love to hear from you.

Please note all successful applicants will be subject to right to work and background DBS checks. As part of our standard recruitment procedure.