2 jobs found

Technical Business Analyst - £600 per day - Outside IR35- Hybrid 3 days a week on site near Manchester Airport - 6 months initial contract. About the Role - My client is seeking a Technical Business Analyst with strong experience in either Customer Contact / Contact Centre environments or Technical Service Desk / Helpdesk functions - ideally both. This role sits at the intersection of business and technology, working closely with operational teams, IT, and vendors to design, enhance, and deliver solutions that improve customer experience, self-service capability, and operational efficiency. You will play a key role in analysing processes, gathering requirements, defining user stories, supporting solution design, and ensuring that improvements are successfully implemented and adopted. Key Responsibilities - Work with stakeholders across Customer Contact and IT Operations to understand business needs and translate them into technical and functional requirements. Lead discovery and requirements workshops, process mapping, current state analysis, and future state solution design. Support the design and deployment of self-service and automation solutions aligned to business goals. Analyse and optimise contact routing, workflows, and service processes in AWS Connect and/or similar platforms. Provide support for ServiceNow enhancements, configuration changes and best-practice ITSM process alignment. Monitor and analyse incident trends, service performance reporting, and improvement opportunities. Collaborate with development, engineering, and operational teams to ensure solutions are technically viable and deliver measurable benefit. Prepare documentation, user guides, training materials, and support change and adoption activities. Skills & Experience Required - Essential - Strong background in Customer Contact / Contact Centre operations or Technical Service Desk / IT Helpdesk - ideally both. Hands-on experience with ServiceNow (ITSM / workflow / incident management). Experience in self-service and automation solution design or delivery. Ability to map processes, identify pain points, and propose effective solutions. Strong communication and stakeholder engagement skills, with the ability to bridge business and technical teams. Highly Desirable - Experience with AWS Connect or another cloud-based contact centre platform. Knowledge of ITIL practices, service reporting and service performance management. Familiarity with automation tooling, chatbots, or conversational AI.

Pricing R&D Analysts x2 Location: London, Manchester or Glasgow (Hybrid working 3 days per week) Contract: 12 months, Inside IR35 Ready to shape the future of insurance pricing? Join a leading force in a UK insurance company where innovation, data, and talented people come together to deliver brilliant outcomes for customers every single day. Why Join? Our clients Pricing & Underwriting team is where data, cutting-edge models, and sharp minds unite to create real impact. We're on a mission to be the best in the business, and we need exceptional analysts to help us get there. If you thrive on solving complex problems, love working with data, and want to see your ideas make a difference, this is your moment. What You'll Do Deliver sophisticated retail pricing updates that drive business success. Develop and implement new pricing approaches, making our processes more agile and effective. Support and lead cross-functional initiatives to ensure competitive, customer-centric products and journeys. Propose strategic pricing changes that deliver value and better outcomes for customers. Ensure all deliverables are well-governed and compliant with industry regulations. Champion continuous improvement and best practices within the team. Mentor and upskill junior team members. What We're Looking For We want enthusiastic, curious, and collaborative individuals who can hit the ground running. You'll need: Experience in retail pricing, especially in designing and implementing sophisticated pricing rates. Strong understanding of pricing algorithms, underwriting rules, and the regulatory landscape of motor or home insurance. Excellent numerical and analytical skills, with a knack for problem-solving. Hands-on experience with Radar (or similar pricing software), SQL or Python, and statistical/mathematical techniques. Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.