Senior Business Analyst

About the Role

Our client is a well‑established British premium retailer operating a high‑traffic e‑commerce estate alongside a national showroom network. Online is the growth engine; stores are the brand experience — and the two must behave as one system.

You will own the requirements layer between commercial teams and engineering, translating customer journeys and retail operations into buildable, testable specifications — and staying accountable through delivery until the trading KPIs move.

What You'll Do

• Map the omnichannel customer journey end‑to‑end: discovery, on‑site search and merchandising, cart, checkout, payment, delivery, click & collect, in‑store purchase and returns — including cross‑channel returns and store‑to‑web handoffs.
• Model retail concepts into system logic: pricing and markdown, promotions, multi‑location inventory and stock visibility, fulfilment routing (DC vs. ship‑from‑store), showroom operations, gifting/personalisation and loyalty.
• Define integration requirements across ERP, OMS, WMS, EPOS/store systems, payment gateways and PSPs, CRM/marketing automation, PIM and carrier/3PL platforms — covering data contracts, sequencing, reconciliation and failure handling.
• Run the requirements engine: discovery workshops with trading, merchandising, retail ops and CX; user stories; as‑is/to‑be process maps; acceptance criteria; backlog refinement.
• Instrument and track KPIs: conversion rate, cart abandonment, AOV, return rate, click & collect uptake, stock availability and fulfilment/delivery performance.
• Support peak trading readiness — Black Friday and Christmas volumes demand requirements that are resilient, not just complete.
• Operate inside agile delivery, partnering daily with product, UX, engineering, QA and business stakeholders.

What You'll Bring

• 5+ years as a BA on UK/European e‑commerce, omnichannel or retail transformation programmes — ideally in premium, fashion, homeware or lifestyle categories.
• Hands‑on exposure to at least one commerce platform (Salesforce Commerce Cloud, SAP Commerce, Adobe Commerce, commercetools, Shopify Plus) and one enterprise back office (Oracle Cloud, D365 F&O, SAP, NetSuite).
• Practical understanding of UK/EU retail context: VAT and duty treatment, post‑Brexit cross‑border shipping, GDPR, PSD2/SCA and accessibility standards.
• Fluency in API‑led integration concepts — REST, events, middleware (OIC, MuleSoft, Azure Logic Apps) — enough to specify, not necessarily to code.
• Strong specification craft: unambiguous stories, testable acceptance criteria, clean process notation (BPMN/UML).