Business Analyst

About the position:

In this role, you will help us understand what is happening across our omnichannel customer journey, why, and how we can design seamless experiences to drive business performance. If you are a data-driven, customer-centric problem solver who wants to translate complex insights into actionable change, this is the perfect next step for your career.

Key responsibilities include:

• Gather, document, and manage clear business, functional, and non-functional requirements across our digital and physical showrooms to ensure they are testable and aligned with our goals.
• Analyse customer behaviour, appointment data, conversion trends, and operational performance to turn data into clear, actionable recommendations for our Product team.
• Map current and future-state workflows across customer, retail, digital, and supply chain lifecycles to identify and eliminate friction points or inefficiencies.
• Support upfront product discovery, develop robust business cases, and define clear success metrics to help prioritise high-impact initiatives before they move into delivery.
• Facilitate workshops and act as the core bridge between Product, Retail, Brand, Supply Chain, and Technology to build strong cross-team alignment.
• Support roadmap planning, assist with UAT test scenarios, and measure whether delivered features are successfully meeting original business objectives.

What are we seeking?

• Practical experience as a Business Analyst, ideally working across a mix of digital products, e-commerce, retail, or cross-functional business workflows.
• A strong capability in mapping end-to-end workflows alongside a modern product mindset focused on framing problems and validating opportunities.
• The ability to look at customer and commercial data, identify meaningful patterns, and evaluate how decisions influence revenue and conversion.
• A knack for transforming complex information into structured requirements, clear presentations, and robust business cases.
• Outstanding interpersonal skills with a proven ability to manage competing stakeholder perspectives and present ideas clearly to both technical and non-technical teams.

What we offer:

• Move beyond a rigid scope and take active ownership of business analysis that shapes our nationwide retail and digital product experience.
• Enjoy a supportive, Monday - Friday corporate culture in our beautiful, modern Kew office, with plenty of nearby parking options available.
• Free, confidential access to our Employee Assistance Program (EAP) for you and your family.
• Generous staff discounts on our fine jewellery, plus 20% off for your friends and family.
• An extra week of paid leave every year to support a charity close to your heart.
• We sponsor a child in need via Baptist World Aid for every full-time team member who joins us.