Customer Service Transformation Business Analyst

Permanent 

From £50,000 + Pension + PMI + ShareSave + 6.6 weeks holiday + Hybrid working with regular engagement across service operations and retail environments. Occasional travel to Cape Town if required.

Southampton, Store Support Office

We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they’ll love. Join us as a Customer Service Transformation Business Analyst  and you’ll be a big part of this. 

Role Purpose: The Customer Service Transformation Business Analyst plays a critical role in improving customer experience and operational efficiency across the B&Q’s end-to-end service landscape. Working across Contact Centre, Digital, Stores and Supply Chain, the role identifies customer and colleague pain points, defines improvement opportunities, and translates strategic objectives into clear, actionable requirements that enable sustainable change.

The role partners closely with Customer Service, Technology, Operations and third-party call centre teams to support the delivery of customer-centric transformation initiatives that reduce customer effort, improve resolution and drive measurable business outcomes.

Customer & Service Insight

• Analyse customer journeys, contact drivers and service performance across all channels (phone, digital, store, marketplace, aftercare).
• Use data, insight and qualitative feedback to identify root causes of repeat contact, failure demand and customer dissatisfaction.
• Support the definition of “what good looks like” for customer service experiences and operational outcomes.

Business Analysis & Requirements

• Lead discovery activities including workshops, interviews, process mapping and service blueprints.
• Define clear, structured business and functional requirements that align to customer needs and strategic goals.
• Translate complex service problems into pragmatic, prioritised improvement opportunities.
• Support business case development, including benefits, costs, risks and dependencies.
• Develop a strong understanding of the B&Q’s contact centre CRM and case management platforms, including how customer interactions, cases and work items flow across channels.
• Analyse end-to-end service workflows within CRM and associated tools to identify inefficiencies, duplication, manual workarounds and failure demand.

Transformation & Change Support

• Work collaboratively with Product, Technology and Operational teams to shape and deliver solutions across process, people and technology.
• Ensure customer service readiness for change by embedding operational input early in initiatives.
• Support test, pilot and implementation activities, ensuring solutions meet defined requirements.
• Support the configuration and enhancement of CRM workflows by translating service requirements into clear functional specifications and acceptance criteria.
• Ensure technology solutions support consistent customer journeys and enable first-time resolution across channels.

Stakeholder Management

• Act as a trusted partner to senior stakeholders across Customer Service, Retail, Digital and Logistics.
• Facilitate alignment between teams with competing priorities, ensuring a consistent customer-first approach.
• Communicate clearly and confidently, adapting style for different audiences.

Governance & Continuous Improvement

• Maintain high standards of documentation, traceability and change control.
• Track outcomes and benefits post-implementation, feeding learning back into future initiatives.
• Champion continuous improvement and customer-led thinking across the business

Experience/Skills:

• Proven experience as a Business Analyst working on customer service, operations or transformation initiatives.
• Strong understanding of customer service operations in a retail or multi-channel environment.
• Exposure to digital self-service, CRM, case management or knowledge management platforms.
• Experience analysing customer journeys, contact data and service performance metrics.
• Excellent requirements definition skills (functional, non-functional, process and data).
• Strong facilitation skills, with experience running workshops and engaging diverse stakeholders.
• Ability to work effectively in complex, ambiguous environments and manage multiple priorities.

Desirable

• Experience working in large-scale retail, contact centre or service organisations.
• Familiarity with Agile, Waterfall or hybrid delivery approaches.
• Business analysis qualifications (e.g. BCS, IIBA) or equivalent experience.
• Hands-on experience with contact centre platforms (e.g. CRM, case management, knowledge management or workforce tools).
• Exposure to automation, self-service or AI-enabled customer service capabilities

As part of a great team, you’ll be valued for who you are. We’re committed to making B&Q more diverse and representative of the communities we serve, where everyone can feel they belong and have equal opportunities. You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business.

We also recognise that wellness means different things to different people, and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. As well as a competitive salary, our benefits package includes an award-winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more! 

So we can support you during the application or interview process, please contact recruitment@b-and-q.co.uk for any recruitment adjustments.