IT & Software

Technical Business Analyst - Customer Platforms

Easyjet

London · Greater London · United Kingdom

Overview

As Technical Business Analyst in the Customer Platforms team, you will translate business needs into concrete technical requirements and guide delivery of Salesforce-driven improvements. You collaborate with business stakeholders and tech teams to shape solutions across customer service platforms, including Salesforce and Amazon Connect. You’ll drive discovery, capture user stories, and support adoption to enhance service delivery. This role offers impact in a fast-growing, customer-focused travel business with a strong emphasis on agile delivery.

Pay / Benefits
  • Up to 20% maximum bonus
  • PMI
  • 7% pension contributions
  • Excellent staff travel benefits
  • 25 days of annual leave + bank holidays
  • Annual credit towards an easyJet holiday
Responsibilities
  • Capture and document business and technical requirements for customer platform initiatives
  • Facilitate workshops and discovery sessions to define needs and priorities
  • Create user stories, process maps and supporting documentation
  • Partner with development teams, DevOps and third-party suppliers during delivery
  • Support solution implementation, testing, training and business adoption
  • Identify opportunities to improve customer service processes, contact centre performance and UX
Key requirements
  • Minimum of three years as a Technical Business Analyst
  • Strong Salesforce experience, ideally Service Cloud in a contact centre or customer service setting
  • Experience gathering requirements, stakeholder workshops, process mapping and impact assessments
  • Strong stakeholder management to influence across business, operations and technology
  • Experience creating user stories and supporting agile delivery
  • Proficiency with Jira, Confluence and Miro
  • Excellent communication skills across all levels of the organisation
  • Curious mindset and proactive problem-solving attitude
  • Desirable: Amazon Connect or other telephony tech; AI-driven service capabilities like Salesforce Einstein or similar; experience in travel or customer-centric contact centres
  • Stakeholder management
  • Effective communication
  • Curiosity and problem-solving
  • Salesforce Service Cloud
  • Jira
  • Confluence

Reference: WJ-747_30137488

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