Business Process Analyst (Contract)

We're currently looking for an experienced Business Analyst / Process Analyst on an initial 3 month contract basis to support our key client, awaze, Europe's leading managed vacation rentals and holiday resorts business.

Role & Project:

This is a hands-on Analyst assignment where you'll get under the skin of how the owner services operation works today, working directly with frontline teams, documenting processes that are currently largely undocumented, and identifying opportunities to simplify, standardise and improve ways of working.

The initial focus will be the Owner Service and Retention teams, with the work ultimately helping create a consistent operating model that can be adopted across teams throughout the UK & Europe.

What you'll be doing

• Map and document current-state processes across Owner Service and Retention.


• Spend significant time with the UK & Danish teams to understand how processes work in practice.


• Identify inefficiencies, inconsistencies and opportunities to streamline processes.


• Create a clear operational baseline that can be used for training and faster onboarding.


• Recommend more consistent ways of working across European teams.


• Help enable greater flexibility and load balancing between locations.


• Work closely with operational stakeholders to turn undocumented knowledge into clear, repeatable processes.

Importantly, this isn't a technology implementation project. The initial focus is on understanding and improving the operation before introducing technology change.

What we're looking for

We're looking for a strong, pragmatic BA who is comfortable getting close to operational teams rather than working purely at programme level.

• Strong Business Analysis / Process Analysis experience.


• Excellent process mapping and current-state discovery skills.


• Experience within operational, customer service, contact centre or similarly complex environments.


• A track record of identifying process improvement and simplification opportunities.


• Strong stakeholder engagement and workshop facilitation skills.


• The ability to turn complex or undocumented processes into something clear and usable.

Important details:

Initial contract term: 3 months

Location: London (2 days per week) plus expensed travel to Denmark

Rate: £575 per day

IR35 Status: Outside

Shortlisting: Shortlisting will start from 25th August

Interviews: Interviews will take place w/c 31st August

Start date: latest 14th September