Senior Business Analyst

Location: Hybrid (Home Working & Canary Wharf) About Us The Medical Defence Union (MDU) is the UK’s leading medical defence organisation, supporting healthcare professionals with expert advice and legal assistance. We are seeking a Senior Business Analyst with experience in contact centre operations, workforce management, customer interaction technologies, and process optimisation. This role requires a structured analytical approach, ensuring robust, data-driven solutions that improve efficiency, service quality, and system integration across multiple platforms. Role Overview The Senior Business Analyst will play a key role in requirements gathering, business process analysis, and solution development to support the modernisation of multi-channel contact centre operations, workforce management, and reporting capabilities. The role requires a deep understanding of telephony, CRM systems, workflow automation, and performance analytics, ensuring business needs are translated into effective, scalable solutions. Key Responsibilities Multi-channel contact centre and workforce management • Define and document detailed requirements for multi-channel customer interaction platforms, including telephony, webchat, SMS, WhatsApp, email, and social media. • Support system integration efforts by analysing business needs, documenting workflows, and identifying dependencies. • Collaborate with stakeholders and technical teams to ensure CRM, workforce management (WFM), call recording, and automation tools align with business objectives. • Develop requirements for automated scheduling, staff allocation models, and forecasting methods, ensuring they meet operational needs. • Provide detailed analysis to optimise resource balancing across communication channels and improve contact handling. Business analysis and process optimisation • Conduct deep-dive analysis into current processes, identifying inefficiencies and opportunities for automation. • Collaborate with stakeholders to define functional and non-functional requirements that align with business goals. • Produce detailed user stories, workflows, journey maps, and process models to support development and implementation. • Ensure solutions align with IT architecture, security policies, and compliance regulations. Quality monitoring, call recording and compliance • Support the development of quality monitoring frameworks, including structured scoring methodologies, and reporting metrics. • Define requirements for call recording compliance, data retention policies, and security controls. • Provide business analysis for agent performance tracking, SLA adherence, and customer experience insights. Data analysis, reporting, and performance tracking   • Identify key performance indicators (KPIs), including response times, service levels, cost efficiency, and workforce productivity. • Deliver trend analysis, MI reporting, and forecasting models to support decision-making. • Define requirements for real-time monitoring tools and dashboards to track operational performance across multiple channels. Skills & experience Essential • Proven experience as a business analyst, preferably within a contact centre, customer service, or operations environment. • Strong expertise in multi-channel communication platforms, workforce planning, and CRM integration. • Knowledge of telephony systems, AI chatbots, automated workflows, and omnichannel customer interactions. • Experience in data analysis, reporting tools (e.g., MicroStrategy, Power BI), and compliance tracking. • Ability to collaborate effectively with technical teams, business stakeholders, and operational managers. • Excellent problem-solving and process optimisation skills, with a keen eye for detail. Desirable • Experience with PCI-compliant payment processing and security protocols. • Familiarity with Active Directory, single sign-on (SSO), and system access management. • Understanding of call recording technologies and automated transcription systems. Performance metrics Success in this role will be measured by: • Operational efficiencies, ensuring smoother workflows and improved system integrations. • Data-driven decision-making, leveraging analytics to enhance performance and resource management. • Process improvements, driving automation and optimising customer interaction handling.   You may also have experience in the following: Business Analyst, BA, Data Analyst, Business Analysis, Data Analysis, Project Manager, Project Management, Business Process Analyst, Senior Business Analyst.   REF-(Apply online only)