Business Analyst

As a Business Analyst specialising in Customer Experience (CX) collaboration, you will play a key role in bridging the gap between business objectives, user experience design, and front-end system implementation.

Working closely with UX designers and front-end developers, you will be responsible for analysing business processes, eliciting and documenting requirements, and ensuring the seamless integration of user-centric solutions.

Your primary focus will be enhancing customer satisfaction, usability, and overall interaction with digital products and services.

You will be comfortable and effective in dealing with stakeholders at all levels of the organisation and will champion the business vision and objectives, translating them into high-level functional and process requirements to implement new processes or convey new requirements/changes to development teams throughout the software lifecycle.

• Collaborate with stakeholders to understand business goals and objectives.
• Elicit, document, and prioritise functional and non-functional requirements related to CX and user interface design.
• Work closely with UX designers to translate business requirements into user stories and design specifications.
• Facilitate workshops or interviews to gather insights into user needs, behaviours, and pain points.
• Collaborate with front-end developers to ensure the implementation of user interface designs aligns with business requirements.
• Provide guidance on system capabilities and constraints affecting the user experience.
• Analyse customer feedback, user behaviour data, and performance metrics to identify opportunities for improvement.
• Maintain comprehensive documentation, including requirements, user stories, and design specifications.
• Work closely with quality assurance teams to validate that implemented solutions meet the specified requirements and provide a positive user experience.
• Identify opportunities for continuous improvement in processes and systems.

• A competitive basic salary + annual company bonus
• Flexible hybrid working model (2 days home, 3 days office)
• Career development and promotional opportunities
• 25 days holidays (increasing to 28 after 5 years of service)
• A Moments That Matter Day (annually)
• Enhanced maternity/paternity pay
• Holiday buy and sell (up to 5 days per year)
• 3 paid days charity leave
• Company events, socials, and incentives
• 3x annual salary death in service benefit
• Company pension scheme
• Costco membership
• Salary sacrifice, company car scheme
• Cycle to Work Scheme
• Employee Assistance Programme
• Free breakfast, fruit, and hot/cold beverages
• Referral scheme
• Employee discount
• Private medical insurance (taxable benefit) or healthcare cash plan (costs incurred by employees)

• 3 + years of experience in a Business Analyst position, preferably in CX-related projects.
• Familiarity with UX/UI design principles and front-end development processes.
• Strong analytical and problem-solving skills.
• Experience in writing user stories and acceptance criteria.

• Formal business analysis qualification
• Any experience in supporting the travel industry

Take the first step and apply for this Business Analyst role today!

Here at Travel Counsellors, our customers, communities and colleagues lie at the heart of everything do - and that's what makes us special. For us, relationships come before transactions, and we are there for our customers, connecting with them on a deeply human level through the moments that matter.

We've been changing lives for the past 30 years as the leading travel marketplace for self-employed travel entrepreneurs, empowering over 2,000 global independent travel agents to run successful leisure and corporate travel businesses. We pride ourselves on remaining a company that truly cares and has never wavered from its purpose; to redefine what personal means for a travel business.

Our Travel Counsellors are supported by a team of over 300 super-talented people in our support offices to help them create unique, inspiring and exciting experiences for their customers whilst building lasting personal relationships that bring them back to us time and time again.

Our unique approach within the workplace - as well as towards customers - has seen us receive numerous awards and accolades, including being named The Best Place to Work in Travel at the 2022 TTG Travel Industry Awards, placing in the Sunday Times Best Places to Work list 2023 (Large Company) as well as being the first travel company to be awarded the Queen's Award for Enterprise in the Innovation category!

We are expanding at a phenomenal rate - on the back of what is our record year in terms of revenue (over £930m) - and so are looking for outstanding individuals to join our dedicated Head Office team to help the company continue to flourish.