Senior Business Analyst (CX/Transformation)

at  John Crane

Smiths Group is seeking a highly skilled and motivated Senior Business Analyst to join our Business Information Services (BIS) team, based out of our Birmingham office. In this pivotal role, you will drive process automation, enhance customer experiences, and optimise business processes across our global divisions. You’ll work closely with stakeholders from Group and Divisional functions, including Customer Experience (CX), Marketing, Sales, and Aftermarket, to define and implement innovative solutions that support the continuous evolution of our enterprise systems.
This is a permanent position, offering a flexible hybrid working model (typically 3 days in the office – 2 days from home).

• Collaborate with Stakeholders: Partner with Business Process Owners and cross-functional teams to understand strategic goals and requirements, particularly around process automation and CX improvements.
• Drive Transformation: Lead the creation of high-quality business analysis documentation (BRDs, User Stories, UAT test scripts) to guide the design, testing, and implementation of process and system improvements.
• Shape Solutions: Work closely with project teams to ensure requirements are translated into functional capabilities and technical solutions that align with business needs.
• Enhance Customer Experience: Support the optimisation of the CX journey from brand discovery to post-purchase, ensuring end-to-end integration with ERP/CRM systems.
• Ensure Continuous Improvement: Measure the impact of implemented solutions, track performance, and drive continuous improvements based on feedback and business results.
• Training & Knowledge Transfer: Develop training materials and ensure that new processes and systems are well understood and adopted across the business.