Technical Business Analyst - Customer Platforms

Within Technology, the Platforms team is responsible for managing and evolving a range of business-critical platforms that support our customers and colleagues. Working closely with Product teams, business stakeholders and technology partners, the team delivers continual improvements that help drive our ambition to become the number one holidays company.
THE ROLE
As a Technical Business Analyst within our Customer Platforms team, you'll play a key role in shaping and delivering enhancements across our customer service technology landscape, with a particular focus on Salesforce and Amazon Connect.
You'll work closely with business stakeholders to understand opportunities and challenges, translating requirements into clear deliverables for development teams. Acting as the link between business and technology, you'll help ensure solutions are practical, valuable and successfully adopted.
Key responsibilities include:
Capturing, analysing and documenting business and technical requirements for customer platform initiatives.
Facilitating workshops and discovery sessions to define business needs, priorities and future enhancements.
Creating user stories, process maps and supporting documentation to enable successful delivery.
Partnering with development teams, DevOps colleagues and third-party suppliers throughout delivery.
Supporting solution implementation, testing, training and business adoption activities.
Identifying opportunities to improve customer service processes, contact centre performance and user experience.

Have experience working as a Technical Business Analyst, translating business needs into clear technical requirements and delivering successful technology change.
Bring strong Salesforce experience, ideally Salesforce Service Cloud, gained within a customer service or contact centre environment.
Enjoy working with a broad range of stakeholders and acting as the bridge between business and technology teams.
Have experience gathering requirements, facilitating workshops, creating process maps and writing user stories.
Thrive in agile environments and enjoy seeing solutions through from discovery to delivery., A minimum of three years' experience operating as a Technical Business Analyst.
Strong Salesforce experience is essential, ideally Salesforce Service Cloud within a contact centre or customer service environment.
Experience supporting requirements gathering, stakeholder workshops, process mapping and impact assessments.
Strong stakeholder management skills with the ability to influence and engage business, operational and technical teams.
Experience creating user stories, business requirements and supporting agile delivery methodologies.
Experience using tools such as Jira, Confluence and Miro.
Excellent communication skills with the ability to work effectively at all levels of the organisation.
A curious mindset, positive attitude and genuine desire to understand business challenges and identify effective solutions.
Desirable experience:
Amazon Connect or other telephony and contact centre technologies.
Experience with AI-driven customer service capabilities such as Salesforce Einstein, Agentforce or similar tools.
Experience within travel, leisure or another customer-centric contact centre environment.

INTRO
Ready to make your next move? How about make your mark? Join a team with unstoppable drive and passion at easyJet holidays.
In 2019 we launched our easyJet holidays business, with a mission to provide brilliant holidays at unbeatable prices. We want to lead the industry by making sustainable travel affordable and accessible to everyone - and to do this we're building remarkable teams with modern ways of working.
By joining us you'll be part of the UK's fastest growing tour operator and a company named as one of the Best Workplaces in Travel. You'll be given autonomy to do your job, a platform to share your ideas, and you'll get to work with the very best people in the industry - all to create experiences that customers will remember forever.
Make a difference with your next role. Make it easyJet holidays., easyJet holidays has grown rapidly since launch and has become one of the UK's fastest-growing tour operators.