About the role
Permanent
From £50,000 + Pension + PMI + ShareSave + 6.6 weeks holiday + Hybrid working with regular engagement across service operations and retail environments. Occasional travel to Cape Town if required.
Southampton, Store Support Office
We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they’ll love. Join us as a Customer Service Transformation Business Analyst and you’ll be a big part of this.
Role Purpose: The Customer Service Transformation Business Analyst plays a critical role in improving customer experience and operational efficiency across the B&Q’s end-to-end service landscape. Working across Contact Centre, Digital, Stores and Supply Chain, the role identifies customer and colleague pain points, defines improvement opportunities, and translates strategic objectives into clear, actionable requirements that enable sustainable change.
The role partners closely with Customer Service, Technology, Operations and third-party call centre teams to support the delivery of customer-centric transformation initiatives that reduce customer effort, improve resolution and drive measurable business outcomes.
Key responsibilities
Customer & Service Insight
- Analyse customer journeys, contact drivers and service performance across all channels (phone, digital, store, marketplace, aftercare).
- Use data, insight and qualitative feedback to identify root causes of repeat contact, failure demand and customer dissatisfaction.
- Support the definition of “what good looks like” for customer service experiences and operational outcomes.
Business Analysis & Requirements
- Lead discovery activities including workshops, interviews, process mapping and service blueprints.
- Define clear, structured business and functional requirements that align to customer needs and strategic goals.
- Translate complex service problems into pragmatic, prioritised improvement opportunities.
- Support business case development, including benefits, costs, risks and dependencies.
- Develop a strong understanding of the B&Q’s contact centre CRM and case management platforms, including how customer interactions, cases and work items flow across channels.
- Analyse end-to-end service workflows within CRM and associated tools to identify inefficiencies, duplication, manual workarounds and failure demand.
Transformation & Change Support
- Work collaboratively with Product, Technology and Operational teams to shape and deliver solutions across process, people and technology.
- Ensure customer service readiness for change by embedding operational input early in initiatives.
- Support test, pilot and implementation activities, ensuring solutions meet defined requirements.
- Support the configuration and enhancement of CRM workflows by translating service requirements into clear functional specifications and acceptance criteria.
- Ensure technology solutions support consistent customer journeys and enable first-time resolution across channels.
Stakeholder Management
- Act as a trusted partner to senior stakeholders across Customer Service, Retail, Digital and Logistics.
- Facilitate alignment between teams with competing priorities, ensuring a consistent customer-first approach.
- Communicate clearly and confidently, adapting style for different audiences.
Governance & Continuous Improvement
- Maintain high standards of documentation, traceability and change control.
- Track outcomes and benefits post-implementation, feeding learning back into future initiatives.
- Champion continuous improvement and customer-led thinking across the business
Required skills & experience
Experience/Skills:
- Proven experience as a Business Analyst working on customer service, operations or transformation initiatives.
- Strong understanding of customer service operations in a retail or multi-channel environment.
- Exposure to digital self-service, CRM, case management or knowledge management platforms.
- Experience analysing customer journeys, contact data and service performance metrics.
- Excellent requirements definition skills (functional, non-functional, process and data).
- Strong facilitation skills, with experience running workshops and engaging diverse stakeholders.
- Ability to work effectively in complex, ambiguous environments and manage multiple priorities.
Desirable
- Experience working in large-scale retail, contact centre or service organisations.
- Familiarity with Agile, Waterfall or hybrid delivery approaches.
- Business analysis qualifications (e.g. BCS, IIBA) or equivalent experience.
- Hands-on experience with contact centre platforms (e.g. CRM, case management, knowledge management or workforce tools).
- Exposure to automation, self-service or AI-enabled customer service capabilities
What's in it for me?
As part of a great team, you’ll be valued for who you are. We’re committed to making B&Q more diverse and representative of the communities we serve, where everyone can feel they belong and have equal opportunities. You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business.
We also recognise that wellness means different things to different people, and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. As well as a competitive salary, our benefits package includes an award-winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more!
So we can support you during the application or interview process, please contact recruitment@b-and-q.co.uk for any recruitment adjustments.
We want to ensure that all employees, future employees and applicants to all Kingfisher companies are treated equally regardless of age, gender, marital or civil partnership status, colour, ethnic or national origin, culture, religious belief, philosophical belief, political opinion, disability, gender identity, gender expression or sexual orientation.
If you require any additional support or adjustments to help you make an application, please contact us at recruitment@b-and-q.co.uk.
Training &
development
Learn & Develop at B&Q
When you join B&Q, we want you to be all you can be. From the minute you walk through our doors to the exciting moment you make that next career move, we're here to help you make the most of every opportunity. Thanks to our friendly learning system, LEO, we make sure you always have the support you need to take on every challenge and fit your learning around your life. Here, we know that the best way to grow is together.
Flexible learning with LEO
LEO is your every day, on the go learning and development partner. Helping you build the knowledge you need now and in the future. With LEO, you can access training and content, anywhere, anytime and on any device. You can even influence the type of training on offer by rating and recommending content, and letting us know what we can do to improve. Award-winning and featuring over 500 different learning activities - like short videos, articles, workshops and webinars - think of LEO as your 24/7 training pal, designed to help you make the most of your B&Q career journey.
Developing in role
Learning never stops at B&Q. Whether you've been in your role for one day or five years, there's always something to be curious about. It's why we're always creating learning opportunities and experiences that'll give you the chance to develop your skills. Like our First Line Manager programme: a course that helps our newest line managers build their confidence and management skills. Or our Leadership Development programme that challenges our more experienced leaders to reflect on and adapt their approach for our ever-evolving ways of working.
Building expertise and know-how
We believe anyone can learn the technical skills to do their job with excellence. It's all about attitude and behaviour here. So, if you're passionate about customer service and design, we'll teach you how to create beautiful kitchens. If you're someone who loves being outdoors, we'll help you learn about our garden ranges. And, if you're someone who just loves what we do but doesn't know where to start, we'll help you find the perfect role for you to grow into.
Accelerated Development Talent Programmes
Whatever goal you're working to at B&Q, we want to help you get there. We do this by designing a number of programmes which help you to practice your skills and learn new ones, gain valuable experiences, learn from others and jump on opportunities that are right for you. From leaders taking their first steps into management to those simply looking for a new challenge, we're there to make sure you achieve your ambitions.
Induction
At B&Q, we want every new colleague to understand our values, our customers, and how we work together to achieve our purpose. That’s why we’ve designed an induction programme that’ll give you real insight into our business, our culture and help you feel included from day one. For your first few weeks on the job you’ll work with your team and line manager, mixing online learning with practical tasks, to grow your knowledge a little every day.
Explore our
store support office
Facilities
In B&Q house, you’ll enjoy an onsite gym, a subsidised Costa, a canteen and restaurant, prayer room, plus open plan and cosy work spaces, an outdoor picnic area, and bike sheds for those who cycle in.
Sustainability
B&Q House has a biomass boiler, solar panels and a rainwater harvesting system. Our building also makes use of upcycled and recycled furniture and fittings, and features natural ventilation, heat retention and CO2 management, all via our very own weather station on the roof.
Ready to apply?
Step 1:
Apply via bandqcareers.com
Step 2:
We'll contact you for a phone interview
Step 3:
We’ll carry out a face to face or online interview (and we may request a 2nd interview if the role you're applying for is more complex).
Step 4:
We’ll contact you with feedback, and maybe even a job offer.
Check out our FAQs for more information about interviewing at B&Q.