Senior Business Analyst

SUMMARY:
We are seeking a Senior Business Analyst to join our team in Cape Town, contract, onsite.

POSITION INFO:

We are seeking a Senior Business Analyst to play a critical role in the replacement of an existing SAP call centre/customer support platform with a more sophisticated AWS-based call centre solution.

This is not a documentation-only BA role. This person will be driving business process redesign, shaping how future customer engagement and customer service operations work across the Group.

The new AWS platform will significantly enhance the customer service capabilities. As a result, senior executives will actively influence and challenge process decisions, pushing for improvements and new ways of working. The Business Analyst must therefore operate as a true SME, capable of engaging confidently at executive level, defending process design decisions, and balancing business ambition with technical and operational realities.

This role sits at the intersection of customer experience, operations, and technology modernisation.

Key Objectives

• Lead the business analysis workstream for the SAP call centre replacement.
• Redesign and optimise end-to-end customer service and customer engagement processes enabled by a modern AWS call centre platform.
• Act as the process authority and subject-matter expert, guiding senior stakeholders through change.
• Ensure that business requirements are strategically aligned, operationally sound, and technically feasible.

Core Responsibilities

1. Executive & Senior Stakeholder Engagement

• Engage directly with senior executives and operational leadership around future customer engagement models.

Facilitate high-level workshops focused on:

• Customer experience transformation.
• Contact centre operating models.
• Cross-channel customer engagement (voice, digital, automation, etc.).
• Translate strategic objectives into clear, actionable process and system requirements.
• Challenge and influence stakeholders where necessary, holding firm on process, scope, and feasibility as a trusted SME.

2. Business Process Ownership

Lead the analysis and redesign of:

• Call centre operations
• Customer support workflows.
• Escalation, case management, and service resolution processes.
• Document current state (SAP) and define future state (AWS-enabled) processes.
• Drive process improvement, not just system replacement.
• Ensure processes are scalable, auditable, and aligned to Shoprite’s customer strategy.

3. Requirements & Solution Definition

Produce high-quality business artefacts including:

• Business requirements.
• Functional specifications.
• Process maps and service blueprints.
• Use cases and user journeys.

Partner closely with:

• AWS solution teams.
• Architects and engineers.
• Customer operations and IT leadership.
• Ensure business intent is accurately translated into system design and build.

4. Delivery Enablement

Support delivery teams during:

• Platform configuration.
• Integration design.
• UAT and business readiness.
• Own business sign-off of requirements and process alignment.

Identify and mitigate risks related to:

• Process change.
• User adoption.
• Operational disruption.
• Critical Success Factors.

This role requires someone who:

• Is comfortable in executive rooms, not just project rooms.
• Can defend process decisions with credibility and data.
• Understands that better technology drives higher business expectation and stronger executive pushback.
• Operates as a trusted advisor, not an order-taker.

Experience & Profile Required

Essential

• 8+ years’ experience as a Senior / Lead Business Analyst.
• Strong background in customer service, contact centre, or customer engagement platforms.
• Proven delivery experience on large enterprise system replacements or platform modernisation programmes.

Track record of working directly with:

• Executives.
• Operational heads
• Technology leadership.

Deep expertise in:

• Business process engineering.
• Stakeholder facilitation.
• Requirements ownership end-to-end.
• Highly Advantageous.

Experience with:

• AWS-based platforms.
• Call centre/contact centre technologies (e.g., Amazon Connect, Genesys, NICE, Zendesk, SAP CX, etc.).
• Retail, FMCG, or high-volume customer environment exposure.
• Experience replacing or modernising SAP-based operational systems.

Key Competencies

• Executive communication & facilitation.
• Business process design & optimisation.
• Strategic requirements definition.
• Conflict management and stakeholder alignment.
• Customer experience thinking.
• Strong documentation and modelling capability.
• Delivery-oriented mindset.
• Environment & Complexity.
• Large, complex enterprise environment.
• High business visibility.
• Senior executive influence.
• High expectations due to improved platform capability.
• Operationally critical systems impacting customer experience.