Business Analyst - Guest Data & CRM Systems

Business Analyst - Guest Data & CRM Systems

We have an exciting opportunity for a Business Analyst to join our award-winning IT team on an initial 12-month fixed term contract. You will be responsible for gathering, analysing, documenting, prioritising and owning data and business requirements as part of complex Guest Data and CRM transformation programme.

This is a genuine chance to be part of a game changing moment within a leading hospitality organisation. The ideal candidate will have strong experience working with CRM systems and be comfortable with the language of data and data integrations whilst also able to communicate and influence senior business stakeholders.

Reporting into the Lead BA you will play a key role in defining and influencing the requirements for our strategic approach to guest data by working closely with Data Analysts, Digital Product Owners, Marketing teams from across the business as well as other key stakeholders

This role will involve a mixture of office and home working, with our Head Office based in Birmingham City Centre.

About us…

Serving with pride since 1898, Mitchells & Butlers are the heart of UK hospitality. In fact, you already know us, even if you don’t realise it! We own and run more than 1,600 pubs, bars and restaurants including the stylish All Bar One brand, legendary Miller & Carter steakhouses, and the iconic Toby Carvery. We are Mitchells & Butlers, and we set the industry standard.

You’ll be well rewarded…

• Working 35 hours per week, Monday to Friday, with flexibility with working hours to fit around your personal commitments
• 33% off at all our brands, including our hotels. Whether it’s date night at Miller & Carter or a family roast at Toby Carvery, we’ve got you covered
• A pension that pays, where we’ll more than match your contributions (x1.5 of your contributions, up to a maximum of 5% of your salary)
• Private healthcare, dental plan, cycle to work, and keep fit schemes
• 26 days annual leave plus bank holidays

What makes Mitchells & Butlers a great place to work?

To us, a career isn’t just about ‘clocking in’. We really care about our colleagues, and we’re an employer that keeps a promise. In fact, as one of the largest employers in the country, with over 44,000 people working for us, we have the responsibility of valuing every contribution from a diverse workforce that are representative of our guests, and who make us stronger. We continue to build a culture that values our differences and embraces them as strengths, and we recognise that there is always work to be done.

What you will do as Business Analyst

Become the custodian of knowledge and the main point of contact within Mitchells and Butler’s…

• Analyse the existing CRM and Guest Data processes in depth, to understand fully the end-to-end processes involved and any interdependencies with other programme workstreams.
• Build relationships with the Digital Product Owners and subject matter experts to ensure continuous involvement in programme discussions and activities.
• Understand the goals, objectives and timelines of the overall CRM transformation programme
• Take ownership of the requirements gathering workstream
• Creation of data flow and process diagrams to reflect and validate requirements
• Able to analyse and use data modelling to reflect the requirements with more technical business stakeholders
• Support the Data Integration team with planning, co-ordination and reporting activities on a continuous basis

Influence and capture all requirements and business processes …

• Lead requirement gathering workshops.
• Determine a process to ensure that all requirements are captured and documented in the relevant project document template, within project deadlines.
• Thorough understanding of the existing data processes at a central and site level, including identification of current pain points
• Ability to identify opportunities where a “best practice” approach should be adopted to drive process efficiencies and an improved end user experience.

Analyse, collaborate, design, test and implement…

• Use standard documentation to capture requirements and ensure that they are suitable for the intended audience.
• Use benefits analysis, discussions and understanding of these requirements and processes to enable prioritisation.
• Ensure that owners understand and approve the final requirements, with reasons for prioritisation, where necessary.
• Collaborate with other workstream team members to ensure that cross-functional requirements are consistent across the programme
• Assist with the design of the data migration strategy to meet the intended design, including aspects such as cleansing, mapping, transformation, validation and testing
• Participate in vendor workshops to agree design decisions to meet the requirements
• Collaborate with internal and external technical experts to system design and implementation
• Run user workshops to elicit feedback of the proposed design and address any challenges identified
• Document amendments to the design requirements as part of change management activities
• Perform preliminary testing of delivered functionality to ensure requirements have been met as expected
• Support testing workstream activities including test team and user acceptance tests prior to implementation
• Assist with the implementation activities such as admin and manager training, employee communications and post implementation support

What you’ll need to bring to this Business Analyst role…

• Experience of managing business change projects across multiple functions and stakeholders, preferably with prior involvement in CRM system implementations or similar transformation programmes.
• Minimum 5 years industry experience with demonstrable success in implementing software and organisational process change projects with external vendors.
• Strong data analytics and management expertise, including full understanding of concepts such as data quality, security, compliance, access, risk and retention
• Experience of big data set up, how data integration works and the tools involved, and data migration experience is a must have.
• Experience in assessing and evaluating processes with strong competence in technical analysis and complex problem solving.
• Demonstrable understanding of technical aspects of IT and ability to apply this to business situations.
• Experience of CRM systems and processes within the hospitality or retail sector.
• Full understanding of the product development \ change lifecycle.
• Full awareness of agile, waterfall and hybrid project methodologies.
• Strong organisational, planning, presentation and communication skills, written and verbal.
• Strong senior stakeholder and multiple party management and consulting skills.
• Effective facilitator and influencer.
• Be a self-starter with Tenacity, drive, initiative, creativity and a “can do” attitude.
• Ability to cope with fast paced environments and multiple demands.
• Ability to simplify complex challenges to stakeholders.
• Commercial awareness.

Qualification required…

• Degree educated or equivalent.
• Previous experience in a similar role within a similar environment.
• Experience in process management and improvement techniques (e.g. Six Sigma/Lean).
• BCS International Diploma in Business Analysis or similar
• Scrum Alliance certification (CSPO, CSM) or similar

Could you be a great addition to our team? Apply for this Business Analyst role today and we’ll be in touch to explore how you could be part of our exciting future.

Closing Date - 11.59pm on 8th January 2025