We are seeking a Senior Business Analyst to support the evolution of our omni-channel commerce capability, delivering a seamless and unified customer experience across online (web), mobile applications, and in-store environments.
The successful candidate will play a key role in enabling end-to-end customer journeys, integrating digital and physical retail channels, and supporting the delivery of scalable, customer-centric commerce solutions.
Key Responsibilities
Omni-Channel Commerce Delivery
- Analyse, design, and optimise end-to-end customer journeys across:
- E-commerce (web)
- Mobile applications
- In-store (POS and retail systems)
- Support initiatives such as:
- Click & Collect
- Returns & exchanges across channels
- Stock visibility and fulfilment optimisation
- Loyalty and promotions integration
Business Analysis & Requirements
- Elicit, document, and manage business and functional requirements
- Translate business needs into user stories, process flows, and acceptance criteria
- Facilitate workshops with stakeholders across business, product, and technology teams
- Perform gap analysis, impact assessments, and solution evaluation
Systems & Integration
- Work closely with engineering teams on:
- API integrations
- Microservices and backend systems
- POS and store systems integration
- Ensure alignment between digital platforms and retail operations
Stakeholder Engagement
- Collaborate with:
- Product Owners
- UX/UI Designers
- Developers and Architects
- Retail and Operations teams
- Act as a bridge between business and technical teams
Testing & Delivery Support
- Support UAT planning and execution
- Validate solutions against business requirements
- Ensure quality and alignment throughout the SDLC
Minimum Requirements
Experience
- Minimum 7+ years’ experience as a Business Analyst
- Proven experience in:
- E-commerce / digital commerce platforms
- Omni-channel retail environments
- Experience delivering customer-facing digital solutions
Domain Knowledge (Essential)
- Strong understanding of:
- Retail and customer journeys
- Omni-channel commerce models
- Digital product environments
Technical Exposure
- Experience working with:
- APIs and system integrations
- Mobile and web platforms
- POS systems (advantageous)
- Exposure to SAP Hybris / SAP Commerce Cloud (advantageous)
Methodologies & Tools
- Agile / Scrum delivery environments
- Tools such as:
- JIRA / Confluence
- Figma / Miro / Visio (or similar)
- Strong documentation and modelling skills (BPMN, user stories, etc.)
Key Competencies
- Strong analytical and problem-solving skills
- Customer-centric thinking
- Excellent stakeholder engagement and communication
- Ability to operate in complex, fast-paced environments
- Strong attention to detail with a structured delivery approach
Nice to Have
- Experience in:
- SAP Hybris / SAP Commerce Cloud
- Retail loyalty systems
- Payment integrations
- Mobile app ecosystems
What Success Looks Like
- Seamless integration across digital and physical retail channels
- Improved customer experience across all touchpoints
- Delivery of scalable, high-quality commerce solutions
- Strong alignment between business, product, and technology teams
Desired Skills:
- Business Analyst
- Senior Business Analyst
- Ecommerce