About the Company
Davidson is partnering exclusively with a leading financial services organisation committed to leveraging cutting-edge cloud and AI-driven technologies to optimise customer engagement. This company has a clear digital strategy and is currently delivering several initiatives across its contact centre ecosystem, making now the perfect time to jump in.

About the Role
As a Senior Business Analyst, you'll take charge of requirements gathering, stakeholder workshops, and process mapping across multiple high-impact programs. You'll play a pivotal role in uplifting customer service technologies including CRM platforms and Amazon Web Services (Amazon Connect, Polly, or Contact Lens).

Key responsibilities include:

• Facilitating discovery workshops across technical and business teams
• Defining and documenting business requirements, user stories, and current/future state processes
• Supporting CRM upgrades and call centre technology modernisation
• Mapping customer journeys to support voice automation and AI-led improvements
• Working across complex stakeholder environments, including regulatory and risk teams

About You
To thrive in this role, you'll be an experienced Senior BA who's worked across banking, finance, or insurance domains with strong exposure to customer-centric programs.

We're looking for someone with:

• Proven BA expertise in complex enterprise environments (ideally financial services)
• Demonstrated experience across call centre and/or CRM-related projects
• Experience with Amazon Connect, Amazon Polly, or Contact Lens is highly regarded
• Strong process modelling, documentation, and stakeholder facilitation skills
• An understanding of compliance and data sensitivity when handling voice or customer data is a bonus

This role would suit someone who's both strategic and hands-on, confident working through ambiguity while bringing order and clarity to delivery teams.

The Benefits

• Initial 3 month contract with strong likelihood of extension
• Join a forward-thinking organisation leading voice tech adoption in banking
• Hybrid working arrangements - CBD location
• Be part of a well-funded transformation roadmap focused on customer outcomes

Please apply with current resume in Microsoft Word format only (.doc or .docx). If you have the relevant experience listed above and require further information, please contact Tara Gearon at [email protected], quoting reference JN -072025-40729. Want to know more about Davidson? Visit us at www.davidsonwp.com