Business Analyst - Consumer Operations and Marketing
Instrumental in bridging business objectives with technology solutions, this role supports the delivery of new consumer technology and processes that drive growth and customer loyalty. By leading business analysis activities, it drives the rapid and effective design and delivery of solutions aligned with HUB Group's strategic, consumer-centered objectives, with a focus on direct-to-consumer initiatives. About the role: Analyse complex business needs and collaborate with stakeholders to understand desired business outcomes. Support the design and development of solutions including CRM, marketing automation and decision engine to integrate seamlessly with our consumer websites and mobile apps, ensuring a cohesive, best in market customer experience. Analyse customer journeys across digital and offline touchpoints, ensuring that the solutions support a unified and engaging experience for digital first users. Ensure solutions are aligned with DTC goals, focusing on customer acquisition, conversion, retention, and loyalty. Create user stories, process flows, and use cases to clearly define the capabilities needed to support DTC initiatives. Oversee data mapping, migration, and API integrations to provide a real-time, holistic view of customer interactions across touchpoints. Develop the analytical capabilities of teams and stakeholders through coaching and mentoring across the Group. Monitor the performance of new capabilities post-integration, identifying and resolving issues to optimize system efficiency and consumer experience. Qualifications / Certifications (desirable not essential): Evidenced certification of Analysis standards preferred. Product owner, project and change management related professional qualifications are desirable but not essential. Skills and Knowledge: CRM Expertise: Deep knowledge of CRM platforms such as Salesforce, HubSpot, or Microsoft Dynamics, with experience integrating CRM systems with consumer-facing websites and mobile apps. Technical Skills: Familiarity with integration techniques, including API management, data mapping, and migration processes. DTC Experience: Proven ability to design solutions that enhance the digital customer journey and support acquisition, retention, and engagement strategies. Marketing Automation: Experience in delivering marketing automation capabilities into a consumer business. Data: Strong understanding of leveraging data to drive customer experience and loyalty, plus experience in the rules and regulations governing its usage. Analysis techniques: Expert knowledge and application of analysis techniques, design principles, Agile practices, and risk in analysis. Stakeholder management: Strong stakeholder management skills with the ability to influence and convince, with negotiation and conflict management skills. Company Benefits: A Competitive Salary, Pension Scheme and Life Assurance. Along with 25 Days Annual Leave plus an Additional Day on us for your Birthday. Private Medical Cover and Income Protection, just in case. A generous and highly achievable bonus scheme – paid annually based on individual and company performance against targets. Opportunity to progress within your career both in-role and within the company. FREE access to the Headspace App, a 24/7 Employee Assistance Helpline and Trained Physical & Mental Health First Aiders (On-Site). A variety of Employee Funded Benefits available to you via our Online Benefits Portal. Plus, several additional purchase options available for you and your loved ones.
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Instrumental in bridging business objectives with technology solutions, this role supports the delivery of new consumer technology and processes that drive growth and customer loyalty. By leading business analysis activities, it drives the rapid and effective design and delivery of solutions aligned with HUB Group's strategic, consumer-centered objectives, with a focus on direct-to-consumer initiatives. About the role: Analyse complex business needs and collaborate with stakeholders to understand desired business outcomes. Support the design and development of solutions including CRM, marketing automation and decision engine to integrate seamlessly with our consumer websites and mobile apps, ensuring a cohesive, best in market customer experience. Analyse customer journeys across digital and offline touchpoints, ensuring that the solutions support a unified and engaging experience for digital first users. Ensure solutions are aligned with DTC goals, focusing on customer acquisition, conversion, retention, and loyalty. Create user stories, process flows, and use cases to clearly define the capabilities needed to support DTC initiatives. Oversee data mapping, migration, and API integrations to provide a real-time, holistic view of customer interactions across touchpoints. Develop the analytical capabilities of teams and stakeholders through coaching and mentoring across the Group. Monitor the performance of new capabilities post-integration, identifying and resolving issues to optimize system efficiency and consumer experience. Qualifications / Certifications (desirable not essential): Evidenced certification of Analysis standards preferred. Product owner, project and change management related professional qualifications are desirable but not essential. Skills and Knowledge: CRM Expertise: Deep knowledge of CRM platforms such as Salesforce, HubSpot, or Microsoft Dynamics, with experience integrating CRM systems with consumer-facing websites and mobile apps. Technical Skills: Familiarity with integration techniques, including API management, data mapping, and migration processes. DTC Experience: Proven ability to design solutions that enhance the digital customer journey and support acquisition, retention, and engagement strategies. Marketing Automation: Experience in delivering marketing automation capabilities into a consumer business. Data: Strong understanding of leveraging data to drive customer experience and loyalty, plus experience in the rules and regulations governing its usage. Analysis techniques: Expert knowledge and application of analysis techniques, design principles, Agile practices, and risk in analysis. Stakeholder management: Strong stakeholder management skills with the ability to influence and convince, with negotiation and conflict management skills. Company Benefits: A Competitive Salary, Pension Scheme and Life Assurance. Along with 25 Days Annual Leave plus an Additional Day on us for your Birthday. Private Medical Cover and Income Protection, just in case. A generous and highly achievable bonus scheme – paid annually based on individual and company performance against targets. Opportunity to progress within your career both in-role and within the company. FREE access to the Headspace App, a 24/7 Employee Assistance Helpline and Trained Physical & Mental Health First Aiders (On-Site). A variety of Employee Funded Benefits available to you via our Online Benefits Portal. Plus, several additional purchase options available for you and your loved ones.
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