We're partnering with a major hospitality organisation seeking an experienced Business Analyst to join their Loyalty team. This is an exciting opportunity to support the delivery and continuous improvement of customer loyalty initiatives, working across a range of stakeholders, partners, and technology platforms.
The successful candidate will play a key role in both ongoing loyalty programmes and BAU enhancements, helping to shape customer experiences and drive engagement through effective analysis, requirements gathering, and stakeholder collaboration.
Key Responsibilities
- Gather, analyse, and document business requirements across loyalty-focused initiatives.
- Work closely with business and technology stakeholders to deliver enhancements and new capabilities.
- Support multiple concurrent workstreams involving various partners, systems, and integrations.
- Produce high-quality documentation, including requirements, process flows, user stories, and functional specifications.
- Facilitate workshops and stakeholder meetings to define business needs and solutions.
- Map and analyse customer journeys, identifying opportunities for improvement.
- Support delivery teams throughout the project lifecycle, ensuring requirements are understood and met.
- Manage priorities effectively within a fast-paced environment requiring regular context switching.
Skills & Experience
We're particularly interested in candidates with experience in one or more of the following areas:
- Loyalty, rewards, membership, or customer engagement programmes.
- Hospitality or retail sector experience.
- CRM and customer data-driven initiatives.
- Customer journey mapping and process analysis.
- Third-party integrations and partner-led projects.
- Requirements gathering, workshop facilitation, and stakeholder management.
- Creation of detailed business and functional documentation.
If you have experience delivering loyalty, CRM, customer engagement, or digital transformation initiatives within hospitality or retail environments, we'd love to hear from you.
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