Business Analyst - Customer Experience
- Premea
- Jan 09, 2026
Contractor
I.T. & Communications
Management
Job Description
Our premium brand Automotive client is currently recruiting for the following role:
Business Analyst - Customer Experience - 34/hr (Inside IR35) - Warwickshire / Remote - 6 Months (Potential to extend)
Purpose of the Role
Support the successful integration of four customer experience (CEX) teams into a unified operating model by delivering robust process mapping to clarify responsibilities and new ways of working and support the effective delivery of work in the new organisation.
Key Responsibilities
- Lead end-to-end process mapping across CEX functions and adjacent teams (e.g., Regions/Markets, other Commercial and Enterprise teams)
- Collaborate with CEX Unity Project leads to build a process inventory and define and document current and future state processes in AIRS (client business process management tool)
- Engage with stakeholders across regions, brands, and functions to gather insights and validate process designs.
- Identify duplication, inefficiencies, and improvement opportunities.
- Clarify responsibilities and accountabilities for tasks, activities, sign-offs and decisions within each process.
- Identify and document hand-offs and interactions between teams across processes.
- Support the development of RACI documents, operating model artefacts, and change impact assessments.
- Contribute to the detailed organisation design and transition planning for CEX Unity.
- Work closely with the Programme Manager, Project Managers, Organisation Design, People Partners, Comms and Change Managers to ensure timely and effective delivery.
Skills & Experience
- Proven experience in business analysis and process mapping (e.g. Visio, Lucidchart).
- Workshop facilitation.
- Strong stakeholder engagement skills, with the ability to navigate complex matrix environments.
- Delivery-focused mindset with experience in transformation programmes.
- Comfortable working in ambiguous and evolving environments.
- Experience in automotive, digital, or customer experience domains is a plus.
Desirable Attributes
- Collaborative and proactive.
- Able to work independently and manage multiple priorities.
- Strong written and verbal communication skills.
- Familiarity with organisation design and change management principles.
Additional information:
This role is on a contract basis and is Inside IR35.
The services advertised by Premea Limited for this vacancy are those of an Employment Business.
Premea is a specialist IT & Engineering recruitment consultancy representing clients in the UK and internationally within the Automotive, Motorsport and Aerospace sectors.
Business Analyst - Customer Experience - 34/hr (Inside IR35) - Warwickshire / Remote - 6 Months (Potential to extend)
Purpose of the Role
Support the successful integration of four customer experience (CEX) teams into a unified operating model by delivering robust process mapping to clarify responsibilities and new ways of working and support the effective delivery of work in the new organisation.
Key Responsibilities
- Lead end-to-end process mapping across CEX functions and adjacent teams (e.g., Regions/Markets, other Commercial and Enterprise teams)
- Collaborate with CEX Unity Project leads to build a process inventory and define and document current and future state processes in AIRS (client business process management tool)
- Engage with stakeholders across regions, brands, and functions to gather insights and validate process designs.
- Identify duplication, inefficiencies, and improvement opportunities.
- Clarify responsibilities and accountabilities for tasks, activities, sign-offs and decisions within each process.
- Identify and document hand-offs and interactions between teams across processes.
- Support the development of RACI documents, operating model artefacts, and change impact assessments.
- Contribute to the detailed organisation design and transition planning for CEX Unity.
- Work closely with the Programme Manager, Project Managers, Organisation Design, People Partners, Comms and Change Managers to ensure timely and effective delivery.
Skills & Experience
- Proven experience in business analysis and process mapping (e.g. Visio, Lucidchart).
- Workshop facilitation.
- Strong stakeholder engagement skills, with the ability to navigate complex matrix environments.
- Delivery-focused mindset with experience in transformation programmes.
- Comfortable working in ambiguous and evolving environments.
- Experience in automotive, digital, or customer experience domains is a plus.
Desirable Attributes
- Collaborative and proactive.
- Able to work independently and manage multiple priorities.
- Strong written and verbal communication skills.
- Familiarity with organisation design and change management principles.
Additional information:
This role is on a contract basis and is Inside IR35.
The services advertised by Premea Limited for this vacancy are those of an Employment Business.
Premea is a specialist IT & Engineering recruitment consultancy representing clients in the UK and internationally within the Automotive, Motorsport and Aerospace sectors.
About Premea