About the role

The role involves gathering business requirements and mapping workflows to optimize the omnichannel customer journey across digital and physical showrooms. The analyst will translate customer behavior data into actionable recommendations and facilitate alignment between Product, Retail, and Technology teams.

What they look for

Business Analysis Requirement Gathering Workflow Mapping Data Analysis Product Discovery User Acceptance Testing (UAT) Stakeholder Management Business Case Development Omnichannel Strategy Customer Journey Mapping

Requirements

Candidates need practical experience as a Business Analyst within e-commerce, retail, or digital product environments. Strong skills in data analysis, workflow mapping, and the ability to communicate complex information to diverse stakeholders are required.

Benefits

Employee Assistance Program (EAP) Staff discounts on fine jewellery Friends and family discounts Paid leave for charity work Child sponsorship via Baptist World Aid

Full description

About the position:

In this role, you will help us understand what is happening across our omnichannel customer journey, why, and how we can design seamless experiences to drive business performance. If you are a data-driven, customer-centric problem solver who wants to translate complex insights into actionable change, this is the perfect next step for your career.

Key responsibilities include:

Gather, document, and manage clear business, functional, and non-functional requirements across our digital and physical showrooms to ensure they are testable and aligned with our goals.
Analyse customer behaviour, appointment data, conversion trends, and operational performance to turn data into clear, actionable recommendations for our Product team.
Map current and future-state workflows across customer, retail, digital, and supply chain lifecycles to identify and eliminate friction points or inefficiencies.
Support upfront product discovery, develop robust business cases, and define clear success metrics to help prioritise high-impact initiatives before they move into delivery.
Facilitate workshops and act as the core bridge between Product, Retail, Brand, Supply Chain, and Technology to build strong cross-team alignment.
Support roadmap planning, assist with UAT test scenarios, and measure whether delivered features are successfully meeting original business objectives.

What are we seeking?

Practical experience as a Business Analyst, ideally working across a mix of digital products, e-commerce, retail, or cross-functional business workflows.
A strong capability in mapping end-to-end workflows alongside a modern product mindset focused on framing problems and validating opportunities.
The ability to look at customer and commercial data, identify meaningful patterns, and evaluate how decisions influence revenue and conversion.
A knack for transforming complex information into structured requirements, clear presentations, and robust business cases.
Outstanding interpersonal skills with a proven ability to manage competing stakeholder perspectives and present ideas clearly to both technical and non-technical teams.

What we offer:

Move beyond a rigid scope and take active ownership of business analysis that shapes our nationwide retail and digital product experience.
Enjoy a supportive, Monday - Friday corporate culture in our beautiful, modern Kew office, with plenty of nearby parking options available.
Free, confidential access to our Employee Assistance Program (EAP) for you and your family.
Generous staff discounts on our fine jewellery, plus 20% off for your friends and family.
An extra week of paid leave every year to support a charity close to your heart.
We sponsor a child in need via Baptist World Aid for every full-time team member who joins us.