Your new company

Join a leading organisation embarking on a major transformation programme to replace its CRM platform and harmonise operations across multiple business units. This is a high-profile initiative that will shape the future operating model and deliver a step-change in customer experience and operational efficiency.

Your new role

• Analyse and identify gaps in current business processes across four existing operating models.
• Design and document high-level processes and customer journeys, ensuring alignment with strategic objectives and CRM implementation.
• Consolidate best practices from multiple operating models into one coherent framework, signposting interactions and dependencies.
• Work closely with the Senior Business Analyst (detailed requirements), Tech Lead (technology enablement), and key stakeholders to ensure seamless integration between business and IT.
• Act as a bridge between commercial operations and technology, focusing on customer experience, compliance, and scalability rather than deep technical detail.

What you'll need to succeed

• Proven experience in business process architecture, operating model design, or large-scale transformation programmes.
• Strong ability to think holistically and translate complex business needs into clear, future-focused process designs.
• Skilled in customer journey mapping and process modelling (BPMN or equivalent).
• Excellent stakeholder engagement skills, with the ability to work across business and IT teams.
• Experience in regulated or high-volume customer-facing environments is advantageous.

What you'll get in return

• Opportunity to shape the future operating model of a major organisation.
• Exposure to a flagship CRM transformation programme.
• Competitive day rate
• Hybrid working and a collaborative, forward-thinking environment.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.