Contract Opportunity - Business Analyst (Web Chat Implementation) - 3 Months, Inside IR35

Harvey Nash is looking for an experienced Business Analyst to support the implementation of a new web chat function within a customer contact operation. This role will focus on gathering requirements, mapping processes, engaging with stakeholders, and ensuring a smooth rollout of the system.

• Gather and analyse business requirements for the web chat and email system.
• Work closely with IT teams, customer service teams, and key stakeholders to define workflows and user journeys.
• Support system configuration, testing, and troubleshooting.
• Document processes, requirements, and training materials to support adoption.
• Identify potential risks and recommend improvements for a seamless transition.

• Proven experience as a Business Analyst in a contact centre or customer service environment.
• Strong understanding of digital customer engagement across multiple channels (calls, emails, web chat).
• Experience working with CRM platforms and customer contact software.
• Excellent stakeholder management, process mapping, and problem-solving skills.

• Location: Hybrid (Home-based with occasional travel to offices in Central Scotland).
• Duration: 3 months (Inside IR35)