Business Analyst

Business Analyst (Customer Engagement Platform Implementation & Sales/Bookings Initiatives) Contract Details: • Location: Remote (occasional site visits to Birmingham area) • Start Date: Early January • Duration: 6 months • Day Rate: £500 per day • IR35 Status: Outside IR35 About the Company: Join one of the UK’s leading hospitality businesses, operating across 4,000+ sites nationwide. The organisation is undertaking a digital transformation to elevate its customer engagement, improve online guest booking journeys, and drive sales and loyalty through advanced platforms and automation. Role Overview: We are seeking an experienced Business Analyst to support the implementation of Bloomreach Engagement (Customer Engagement Platform) and contribute to wider Sales & Bookings transformation initiatives. This role will be pivotal in gathering requirements, aligning stakeholders, and ensuring successful integration of technology and business processes to enhance the online customer journey. Key Responsibilities: Bloomreach (CEP) Implementation • Lead the discovery and documentation of business requirements for the implementation of Bloomreach Engagement. • Work closely with marketing, digital, and IT teams to map out current vs. future state processes. • Define user stories and acceptance criteria related to customer data unification, campaign automation, personalization, and omnichannel messaging. • Liaise with Bloomreach and third-party vendors to ensure alignment between business needs and platform capabilities. • Support testing, training, and rollout planning, ensuring smooth adoption and business readiness. • Ensure data privacy, GDPR compliance, and ethical use of customer data in solution design. Sales & Bookings Initiatives • Analyse and document business requirements to automate and optimise online guest booking journeys. • Collaborate with product, UX, and operations teams to improve user experience, reduce drop-offs, and increase conversion. • Support the design of omnichannel strategies that integrate online platforms with in-venue and phone-based booking systems. • Provide insight into key growth initiatives including: • Loyalty programmes • Discount and promotions logic • Gamification mechanics • Referral and partnership schemes • Track performance of implemented changes and recommend data-driven improvements. Essential Skills & Experience: • Proven experience as a Business Analyst within digital transformation or customer engagement projects. • Experience supporting MarTech, CDP, or CEP platform implementations (Bloomreach preferred, but others like Salesforce Marketing Cloud, Adobe, or Emarsys acceptable). • Strong understanding of customer data journeys, personalisation strategies, and marketing automation workflows. • Familiarity with booking systems, e-commerce platforms, or hospitality/retail environments. • Confident working with cross-functional teams including marketing, tech, operations, and external vendors. • Skilled in process mapping, user stories, UAT, and stakeholder workshops. • Knowledge of GDPR, data privacy, and customer data best practices. Desirable Experience: • Background in hospitality, retail, or multi-site consumer-facing businesses. • Exposure to sales performance metrics, online conversion strategies, and loyalty/CRM programmes. • Experience in agile environments, using tools such as Jira or Confluence. Why Join? • Work on high-impact digital initiatives with real influence on customer experience across 4,000+ UK sites. • Help implement one of the leading AI-powered customer engagement platforms in the market. • Collaborate with forward-thinking teams in a supportive and innovative culture. • Enjoy a fully remote contract with flexibility and autonomy. To apply or learn more, please submit your CV or reach out with any questions.