Business Analyst

Role Purpose

The Business Analyst's (BA) primary role will be to support customers, Sales, and Customer Success Managers in the Cape Town region, with a focus on contact centre and customer service environments.

The role will involve understanding customer needs and business requirements and translate these into deliverable customer solutions that will provide tangible business benefits to those customers. Working as part of a broader team of Business Consultants and Business Analysts, the role will support the building of Connect's consultative business analysis capability, based on measurable customer outcomes, efficient solution delivery, and continuous value realisation.

The role will be highly customer facing, guiding customers throughout their lifecycle from pre-sale discovery to post-sales implementation and optimisation. Acting as a trusted advisor, you will connect customer goals to business outcomes through data, insights, and continuous improvement initiatives.

The role will be ideal for an empathetic, logical, analytical thinker, who thrives at the intersection of technology, business, and customer success – and wants to help shape how customer value is delivered and sustained.

Key Responsibilities

Customer Engagement & Discovery

• Partner with Sales, Solutions Architecture, and Customer Success leaders to support customer engagement early in the customer journey, identifying strategic goals and success outcomes.
• Undertake workshops, stakeholder interviews, data analysis and user observations to understand and document key business workflows and identify process issues, bottlenecks, or areas of improvement for the users (customers, contact centre agents, supervisors, management) and stakeholders.
• Perform analysis of customer data and MI to identify insights into productivity improvements and automation opportunities.
• Provide the translation of insights into clear, outcome-aligned solution definitions and value roadmaps.
• Guide in the co-creation of success metrics and business cases that tie directly to measurable ROI and customer health.

Solution Definition & Delivery Alignment

• Own the definition and documentation of functional, non-functional, and high-level technical requirements (with support from the solution architecture and technical teams), ensuring alignment with customer success metrics.
• Collaborate with Engineering, Project Delivery, and IT Services to validate design feasibility and ensure solution integrity.
• Champion "value by design" — ensuring every solution aligns with customer-defined success criteria.
• Maintain traceability from requirements through to testing and delivery for full accountability.
• Define test cases, test scripts, and manage defect resolution for the delivered solution during the test phases.
• Provide solution specific training for end users (train the trainer), supervisors, admins, and supporting staff, and provide support for solution go-lives.
• Remain engaged post-implementation as a consultative advisor alongside the Customer Success team in leveraging customer data and insights to identify improvement opportunities.
• Partner with Managed Services and Product teams to close the feedback loop and influence roadmap priorities.

 Required Skills & Experience

• 2-3 years' experience of as a Business Analyst or Consultant in technology, services, or customer experience environments.
• Proven success in customer-facing or consultative roles, engaging across pre-sales, delivery, and optimisation phases.
• Strong understanding of Customer Success principles, lifecycle management, and value realisation frameworks.
• Experience in requirements definition, process mapping and optimisation, and solution validation within multi-stakeholder environments.
• Excellent customer facing communication and facilitation skills — able to bridge business, technical, and executive audiences.
• Proficiency in using Salesforce (or similar) for lifecycle visibility and success tracking.

Preferred Skill

• Experience in Customer Experience (CX), Contact Centre, SaaS, or Managed Services industries.
• Familiarity with CCaaS and CRM/CSM cloud platforms (AWS, Amazon Connect, Genesys, Five9, Zendesk, ServiceNow, Salesforce).
• Certification in Business Analysis (CBAP, PMI-PBA), Customer Success (CSM), or ITIL v4.
• Data fluency and ability to derive insight-driven recommendations.

WHY CONNECT

• Support the transformation of Connect's Business Consulting practice into a strategic, value-driven consulting discipline.
• Collaborate with global teams driving innovation in digital adoption, AI, and CX transformation.
• Be part of a customer-obsessed culture focused on long-term partnerships, measurable outcomes, and continuous improvement.
• Hybrid working flexibility, exposure to enterprise customers, and clear career pathways into practice leadership or strategic consulting roles.