Senior Business Analyst - Customer and Omnichannel

Senior Business Analyst - Customer and Omnichannel

Job Introduction

Selfridges has always been much more than a shop. We’re a social space where everyone is welcome and feels a sense of belonging, a creative playground where culture and commerce collide, and an experimental hub where you can discover the most innovative and sustainable ideas in retail. We’re here to help make the world brighter. And you can be an important part of this. We’ll talk more about the role below, but before we get to that, let’s share with you the good stuff…  

Rewards and benefits 

Life at Selfridges is dynamic, exciting, and always evolving. As well as working with some of the most cutting-edge, iconic and boundary-pushing brands, designers and creatives, we also offer our team members opportunities to help make a positive difference through our network of communities, both within and outside Selfridges. Here are just a few of our rewards and benefits that help make our team experience that bit more extraordinary. 

  • Flexible working options to benefit you, your family and your wellbeing that can include part-time, flexi-time, job sharing or working remotely 

  • Generous annual leave that increases with length of service 

  • Up to five paid volunteering days – from beach cleans to co-ordinating food and clothing donations 

  • Family leave that suits your set up including Maternity, Paternity, Adoption, Surrogacy and Shared Parental leave policies 

  • Defined pension contribution scheme  

  • Generous bonus and/or commission scheme  

  • Enviable team member discount including sale previews and double discount days 

  • Exclusive local discounts on a range of restaurants, bars, beauticians and entertainment 

  • Subsidised gym memberships  

  • Annual travel pass and cycle-to-work schemes  

  • A sustainable car salary sacrifice scheme 

  • Several internal communities to get involved in from our Diversity Board and Green Warriors who are leading the charge on D,E&I and sustainability, to the Wellbeings who are always thinking of new ways to champion healthy minds, bodies and routines for our team members 

  • Workplace Options, our confidential team member assistance programme for when life gets tricky or you need a little guidance 

  • Access to a wide range of training programmes to help your career development 

Read on to find out how you can play your part in Reinventing Retail… 

Role Responsibility

As a Senior Business Analyst you work closely with the Product and Tech domain leadership team to help them refine the domain backlog, analyse existing business processes, defining and shaping new business solutions, and are responsible for leading the requirements elaboration and business solution design for specific initiatives. As part of this, you will: ​

  • Define, plan and estimate the business analysis approach and deliverables required within a given initiative or project​

  • Work closely with the Product team and business stakeholders to clearly articulate the business problem or opportunity, contributing to establishing the business case and gaining commitment to the change​

  • Carry out business stakeholder and “as is” business process / systems analysis. This includes working with the product owners and change team to define and contribute to the business engagement and change plans​

  • Lead the elaboration of the business requirements and the expected solution behaviour using multiple techniques including engaging workshops, observation, interviews, static analysis and creation of workflow models.  Document these through effective modelling methods and structured, well-formed user stories (with valid and complete acceptance criteria) using techniques like behavioural driven development​

  • Manage the risks and issues associated with business requirements definition and the broader business analysis activities, ensuring that the overall solution remains fit for purpose​

  • Manage and track requirements as they move from discovery through to implementation. This includes effective change management processes where changes to requirements impact scope or shape of solution​

  • Work closely with the Quality team to ensure the Quality approach and testing strategy is appropriate and optimised, including coverage of exception scenarios​

  • Actively support all Quality and Implementation activities (including warranty)​

  • Fully understand the implementation of existing solutions within the domain and how they fit with the overall systems architecture​

  • Actively contribute to the evolution of the Business Analysis Chapter and the ways of working.​

The Ideal Candidate

Experienced. A strong background in fast paced, structured business analysis in both project and product-orientated environments. Experience of working in Omnichannel Retail is very desirable, with significant experience of Customer Relationship Management, Customer Engagement, and Customer Experience Online and In Store.​

Technical. Experienced practitioner in business requirements elicitation and engineering, business process analysis, and business solution design & assurance. Strong understanding of a range of business analysis methods, including DSDM, user story elaboration and grooming, business process modelling (BPMN), UML (use case models and activity diagrams). Strong experience in using requirements management tools (e.g. Jira and Confluence). ​

An excellent communicator and storyteller, both verbal and written. You excel in the relationships you build with stakeholders and are adept at flexing your style to match the audience. You effectively engage both technical and business stakeholders (at different levels of the organisation).​

Consensus driving and organised. You will have the proven ability to bring together cross functional stakeholders (internal and external) and drive decision making, align on outcomes and approaches, and embed effectively into the delivery of technology solutions.​

Passionate and knowledgeable about Business Analysis and industry best practice. A champion for modern business analysis, lean and design thinking, and quality delivery processes (e.g behavioural driven development).​

Strategic and Customer-centric. You effectively balance long-term goals with the need to embrace opportunity and deliver value swiftly.​

Collaborative and Experimental. A clear and logical thinker who demonstrates excellent engagement skills, excels in a cross-disciplinary environment, promotes customer value, and encourages adaptation and experimentation within the team.

About the Company

Everyone is welcome 

Selfridges is a place where we want everyone to feel a sense of belonging. We embrace every self and are committed to cultivating a diverse and inclusive working culture. We are leading with purpose to not only increase the visibility and recognition of under-represented talent within our organisation, but the wider industry too. Here at Selfridges, everyone is welcome – irrespective of race, gender, ethnicity, sexuality, age or disability, we stand by equal opportunities for all.   

 

Our awards cabinet  

We’re not ones to brag, but since you asked...Selfridges has won the award for The World’s Best Department Store an unprecedented four times at the IGDS awards, with an additional award for the Best Sustainability Campaign. We were also recognised as a ‘Best 25 Big Company to Work For 2020’ as awarded by The Sunday Times. 

Selfridges

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