Gazelle Global
Business Analyst
⭐ - Featured Role | Apply direct with Data Freelance Hub
This role is for a Business Analyst with a contract length of "X months" and a pay rate of "$X per hour". Key skills include retail contact centre operations, e-commerce journeys, and strong data analysis. Experience with JIRA and agile environments is required.
🌎 - Country
United Kingdom
💱 - Currency
£ GBP
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💰 - Day rate
Unknown
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🗓️ - Date
March 24, 2026
🕒 - Duration
Unknown
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🏝️ - Location
Unknown
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📄 - Contract
Unknown
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🔒 - Security
Unknown
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📍 - Location detailed
London Area, United Kingdom
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🧠 - Skills detailed
#AI (Artificial Intelligence) #Stories #Business Analysis #Storytelling #Jira #CRM (Customer Relationship Management) #Agile #UAT (User Acceptance Testing) #Scripting
Role description
The Role
We are looking for a Business Analyst with strong experience in retail contact centre operations and e-commerce journeys. The ideal candidate is someone who can understand business needs,
translate them into clear requirements, and work closely with product, engineering, and operations teams to deliver meaningful outcomes.
Your responsibilities:
· Partner with contact centre, e-commerce, and product teams to understand business problems and improvement opportunities.
· Gather, analyse, and document business requirements, user journeys, and process flows.
· Translate complex retail and customer service scenarios into clear, structured specifications and acceptance criteria.
· Work with stakeholders to define problem statements, success metrics, and expected outcomes.
· Facilitate workshops, requirement sessions, and cross-functional discussions to align teams.
· Analyse data, call trends, customer behaviour, and operational KPIs to support decision-making.
· Support product backlog refinement, sprint planning, and prioritisation activities.
· Validate solutions through UAT, feedback cycles, and customer journey walkthroughs.
· Ensure seamless alignment between retail operations, contact centre experience, and digital channels.
· Communicate progress, risks, and insights through crisp and clear narratives.
Your Profile
· Solid experience as a Business Analyst in retail, contact centre, and/or e-commerce environments.
· Strong understanding of customer service workflows, case management, agent journeys, and call scripting.
· Exposure to e-commerce journeys such as order placement, payment flows, returns, cancellations, and fulfilment.
· Excellent communication, articulation, and storytelling skills — able to simplify complex topics.
· Strong data gathering, analysis, and interpretation skills.
· Experience creating BRDs, user stories, process maps, and functional specifications.
· Ability to work with UX, engineering, and product teams in an agile environment.
· Comfortable interacting with senior stakeholders and cross-functional teams.
Desirable skills/knowledge/experience:
· Experience with tools like JIRA, Confluence, Miro, Contact Centre platforms, CRM tools.
· Understanding of omnichannel journeys (BOPIS, BORIS, Contact Centre → Store interactions).
· Familiarity with e-commerce metrics and operational dashboards.
· Exposure to AI-enabled customer support or conversational platforms
The Role
We are looking for a Business Analyst with strong experience in retail contact centre operations and e-commerce journeys. The ideal candidate is someone who can understand business needs,
translate them into clear requirements, and work closely with product, engineering, and operations teams to deliver meaningful outcomes.
Your responsibilities:
· Partner with contact centre, e-commerce, and product teams to understand business problems and improvement opportunities.
· Gather, analyse, and document business requirements, user journeys, and process flows.
· Translate complex retail and customer service scenarios into clear, structured specifications and acceptance criteria.
· Work with stakeholders to define problem statements, success metrics, and expected outcomes.
· Facilitate workshops, requirement sessions, and cross-functional discussions to align teams.
· Analyse data, call trends, customer behaviour, and operational KPIs to support decision-making.
· Support product backlog refinement, sprint planning, and prioritisation activities.
· Validate solutions through UAT, feedback cycles, and customer journey walkthroughs.
· Ensure seamless alignment between retail operations, contact centre experience, and digital channels.
· Communicate progress, risks, and insights through crisp and clear narratives.
Your Profile
· Solid experience as a Business Analyst in retail, contact centre, and/or e-commerce environments.
· Strong understanding of customer service workflows, case management, agent journeys, and call scripting.
· Exposure to e-commerce journeys such as order placement, payment flows, returns, cancellations, and fulfilment.
· Excellent communication, articulation, and storytelling skills — able to simplify complex topics.
· Strong data gathering, analysis, and interpretation skills.
· Experience creating BRDs, user stories, process maps, and functional specifications.
· Ability to work with UX, engineering, and product teams in an agile environment.
· Comfortable interacting with senior stakeholders and cross-functional teams.
Desirable skills/knowledge/experience:
· Experience with tools like JIRA, Confluence, Miro, Contact Centre platforms, CRM tools.
· Understanding of omnichannel journeys (BOPIS, BORIS, Contact Centre → Store interactions).
· Familiarity with e-commerce metrics and operational dashboards.
· Exposure to AI-enabled customer support or conversational platforms
