Business Analyst at Booking.com, Manchester, £Contract Rate

Business Analyst – Cars Order Modernisation (Trips Data)

About The Role

We’re looking for a hands-on Business Analyst to accelerate discovery on several capabilities required by Trips Finance & Cars Analytics stakeholders as part of Cars Order and Agent modernisation.

You’ll own a defined set of capabilities from a Capability Heatmap (22+ capabilities) and independently drive end-to-end Product Requirements from discovery through stakeholder sign-off and delivery handover.

This role suits a Business Analyst who can operate with high autonomy: shaping problem statements, aligning stakeholders, documenting requirements to a high standard, and ensuring the resulting changes deliver measurable improvements for customers.

What You’ll Do

Capability ownership & value delivery

• Own and evolve a subset of capabilities from the Capability Heatmap (22+ total capabilities), taking accountability for their definition, prioritisation, and continuous improvement.
• Maintain a clear view of capability health, pain points, dependencies, and opportunities, working with stakeholders to define roadmaps and outcomes.
• Define and track success metrics (e.g. first-contact resolution, handling time, recontact rate, agent productivity, CSAT).
  
  

Stakeholder partnership & facilitation

• Independently manage and align a broad set of stakeholders across Product, Engineering, Operations/Support, Analytics, and adjacent programmes.
• Lead discovery and alignment workshops to clarify problems, scope, assumptions, constraints, and success criteria.
• Translate ambiguous or complex business problems into structured options and clear recommendations.
• Drive decisions and secure formal stakeholder sign-off on scope, requirements, and outcomes.
  
  

PRD ownership (end-to-end)

• You will own PRDs from inception to approval, ensuring they are complete, consistent, and delivery-ready:
• Discovery & current state: document as-is processes, customer/agent journeys, pain points, root causes, and constraints.
• Future state design: define to-be workflows, process flows, service blueprints, edge cases, and non-functional requirements.
• Requirements definition: produce clear functional requirements and/or user stories, acceptance criteria, business rules, data requirements, and dependencies.
• Validation & sign-off: coordinate reviews, incorporate feedback, and obtain documented approval from accountable stakeholders.
• Delivery support: partner with Product and Engineering during build, clarify requirements, support UAT readiness, and ensure launch readiness.
  
  

Process, systems & continuous improvement

• Analyse and improve end-to-end processes across Order and Agent journeys, identifying efficiency, quality, and scalability opportunities.
• Ensure solutions align with the broader operating model, platform strategy, and architectural principles.
• Support change adoption by contributing to training, communications, and operational readiness where required.
  
  

What Success Looks Like

• You have clear ownership of your assigned capabilities, with an agreed backlog and improvement roadmap.
• You consistently deliver high-quality PRDs that are well understood by delivery teams and signed off by stakeholders.
• Stakeholders trust you to independently drive analysis, decisions, and outcomes with minimal oversight.
• Delivered changes demonstrably improve customer and agent experience metrics.
  
  

Skills & Experience

Must-have

• Strong track record of stakeholder management and end-to-end requirements ownership, including PRD creation, validation, and stakeholder sign-off.
• Excellent stakeholder management and facilitation skills, with the ability to influence without authority.
• Strong analytical and problem-solving capability, with experience using data and insights to inform decisions.
• Experience working in agile or hybrid delivery environments, partnering closely with Product and Engineering.
  
  

Nice-to-have

• Experience in customer support, contact centre, order management, or agent tooling domains.
• Experience modernising or replacing legacy systems and processes.
• Familiarity with recognised BA practices and standards (e.g. requirements lifecycle management, traceability, approval).
• Comfort working with tools such as Jira, Confluence, Miro, BPMN/process modelling tools, or analytics platforms.
  
  

Ways of working

High ownership and autonomy within clearly defined capability boundaries.

Close collaboration with cross-functional teams, balancing discovery, documentation, and delivery support.

Strong focus on clarity, alignment, and measurable outcomes.

Why this role matters

Order and Agent Modernisation is the #2 priority for Booking.com that requires all verticals to adopt a centrally managed Orders and Agent ecosystem and accelerate the Connected Trip vision.