Business Analyst

First Rail is one of the UK's most established and forward-thinking rail operators, connecting millions of customers every year across a diverse portfolio that includes Great Western Railway, Trans Pennine Express, Avanti West Coast, and our open-access operators Hull Trains and Lumo. Together, we support more than 300 million passenger journeys annually, operating everything from high-speed intercity services to commuter, regional, and sleeper routes across the UK.

At the heart of our operation is a relentless focus on customer experience. We are continuously evolving how we serve our customers, investing in industry-leading digital platforms and technology to deliver fast, reliable, and high-quality support at every touchpoint. Our Customer Contact Centre plays a critical role in this journey, ensuring customer enquiries are resolved efficiently, consistently, and with care.

Our delivery teams support a wide and varied range of customer services, including Delay Repay and compensation claims, complaints handling, group travel, assisted and special services, retail sales for individuals and corporate customers, as well as quality assurance and fraud prevention. This breadth of responsibility creates a dynamic, high-impact environment where technology, data, and people come together to improve outcomes for customers every day.

Reporting to the Head of IT & Applications, the Business Analyst will take responsibility for consulting with internal customers and the wider group to discovery and design systems and solutions.

The role will enable our customer support teams to meet their customer service targets through your expert knowledge and specialist skills. Our teams are responsible for a variety of customer support matters which range from processing customer compensation claims to complaints handling, retail sales, quality assurance and fraud analysis.

• Collaborate with stakeholders to identify business needs, goals, and objectives.
• Conduct research and analysis to identify trends and best practices in the industry.
• Develop and document business requirements, including functional specifications and user stories.
• Work with project teams to design and implement business solutions, including systems and processes.
• Analyse data to identify trends, patterns, and opportunities for improvement.
• Prepare reports and presentations to communicate findings and recommendations to stakeholders.
• Monitor and track project progress, identifying potential issues and risks and providing recommendations for mitigation.
• Support the testing and validation of new systems and processes to ensure they meet business requirements.
• Provide training and support to end-users to ensure successful adoption of new systems and processes.

• A broad range of IT knowledge including infrastructure, security, and applications
• Strong understanding of Salesforce Service Cloud ecosystem
• Understands intelligent automation technologies such as chatbots and AI in the context of Customer Contact Centres
• Sound understanding of digital landscapes
• Understanding and mapping user journeys
• Experience managing IT projects spanning multiple teams and business areas
• Experience in working in an Agile environment
• Strong written, verbal and visual communication skills
• Writing and refining user stories, including definition of Acceptance Criteria
• Facilitating discovery and design sessions with the to define requirements and the solution
• Ability to build and maintain good Client relationships
• Strong decision making and judgement, influencing, and presentation skills
• Amazon Connect
• Any knowledge of Call Centre or Rail Industries would be advantageous

This role is based at our modern offices in Sheffield city centre, located approximately ten minutes' walk from Sheffield Station.

Hybrid working arrangements may be considered, however regular attendance at the Sheffield office will be required to support effective collaboration, stakeholder engagement, and delivery.

Travel to other UK locations will be required as appropriate to support business needs.

37.5 hours per…