Technical Business Analyst - Customer Platforms

easyJet Airline Company PLC; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading airline company in the UK is seeking a Technical Business Analyst in Customer Platforms to bridge business needs with development teams. The successful candidate will map processes, enhance workflows, and ensure effective implementation of features. They will work with agile teams and tools like Jira and Confluence while possessing experience with CRM platforms such as Salesforce. This full-time role offers competitive pay, flexible benefits, and significant travel perks.

Benefits

Competitive salary

Company-wide bonus scheme

7% pension contribution

Private medical insurance

Discounted flights

EasyJet Plus membership

Annual holiday vouchers

Qualifications

• Experience in a Technical Business Analyst role with a focus on customer platforms.
• History of supporting contact centre environments and understanding CRM frameworks.
• Ability to translate technical details into actionable business requirements.

Responsibilities

• Support workshops and capture requirements for development teams.
• Work across multiple teams to ensure successful implementation.
• Identify process improvements and optimize customer-facing platforms.

Skills

Technical requirements definition

Process mapping

Agile methodologies

Clear communication

Experience with Salesforce Service Cloud and Amazon Connect

Tools

Jira

Confluence

Miro

Job description

Job Description - Technical Business Analyst - Customer Platforms (16537)

Technical Business Analyst - Customer Platforms (16537)

We are recruiting for a Technical Business Analyst (Customer Platforms) who will work closely with business teams at easyJet holidays to understand what they need and turn those needs into clear requirements for our development teams.

In this role, you’ll support workshops, capture scope, prioritise features, and help keep delivery on track. You’ll work across Technology, Operations, Product, DevOps, and third‑party partners to make sure every change is understood, implemented correctly, and adopted successfully. You’ll look for ways to improve processes, simplify workflows, and make our customer‑facing platforms work smarter.

You’ll support implementation planning, help guide teams through delivery, and make sure requirements are interpreted correctly. You’ll also contribute to improving how we define, document, and measure change to help us build better foundations for the future.

What you’ll bring to the team:

This is a role for someone who enjoys being close to the detail but still connected to the bigger picture, who can translate business needs into technical requirements, and technical detail into language people can easily understand.

We are looking for an experienced Technical Business Analyst who understands how to define clear, actionable requirements for development teams. You will have supported contact centre environments before and know how CRM and CCaaS platforms (especially Salesforce Service Cloud and Amazon Connect) fit together.

You’re confident mapping processes, optimising workflows, and assessing the impact of change. You understand where friction sits and how better design can remove it.

You’ve worked in agile teams and are familiar with approaches like BDD, and tools like Jira, Confluence, and Miro.

You communicate clearly and adapt your message to the audience. You can explain technical detail in a straightforward way and influence teams toward a shared goal. You’re comfortable preparing presentations and surfacing strategic insight when leadership teams need clarity.

You’ve partnered with third‑party vendors and internal development teams, and you know how to keep everyone connected and moving in the same direction.

What’s in it for you:

In addition to your competitive base salary, we offer a competitive benefits package which includes our company‑wide bonus scheme, 7 % pension contribution, private medical insurance, share options and life assurance. We provide a generous selection of flexible benefits tailored to your needs.

You’ll have access to heavily discounted flights for yourself and your loved ones, free easyJet Plus membership, annual holiday vouchers, and a generous annual leave entitlement.

At easyJet holidays, we create unforgettable experiences for our customers and for our people. We are committed to supporting our team with development opportunities and a welcoming atmosphere.

The role is full‑time and based at our easyJet holidays HQ near Luton Airport. We operate a hybrid working model of 3 days per week in the office.

How to apply:

Please click on the apply button to complete your application. If you receive a large volume of applications, we may bring the closing date forward – please apply promptly to avoid disappointment.

We are dedicated to fostering an inclusive workplace reflecting the diverse customers we serve across Europe. We welcome candidates from all backgrounds. If you require specific adjustments or support during the recruitment process, such as extra time for assessments or accessible interview locations, please contact us at [e-mail]. We will provide reasonable adjustments throughout the recruitment process to ensure accessibility and accommodation.

About easyJet holidays:

Ready to make your next move? Join a team with unstoppable drive and passion at easyJet holidays. In 2019 we launched our easyJet holidays business, with a mission to provide brilliant holidays at unbeatable prices. We want to lead the industry by making sustainable travel affordable and accessible to everyone – and to do this we’re building remarkable teams with modern ways of working.