Lead Customer Business Analyst

Role Title :
Lead Customer Business Analyst
Type of Role :
Hours (Specific) :
38 Hours
Salary & Benefits :
Competitive + Benefits
Location :
Street, Somerset, UK
Closing Date :
Job Advert :

The role

Hybrid working mix of home and office.

This is a senior BA role, within the IT team.  Leading a team of business analysts, you’ll work with the business units to deliver change in line with our strategic requirements. With each business case, you’ll establish functional and technical requirements, define project aims and priorities and propose a solution that will bring positive outcomes.

You will by engaging stakeholders at the project definition stage and carefully document the change approval process. Identifying gaps between current and target environments, you’ll identify the IT services we need to deliver business objectives and assess their suitability before presenting them for approval by sponsors.

By continually evaluating IT services and encouraging awareness of the direction of change in the business units you work with, you’ll make yourself a key agent of change. Making our processes simpler, our teams better able to get things right the first time, and our organisation more responsive to feedback—your influence will be felt right across our global organisation.

A bit about you

You’ll have significant experience in delivering business change projects in a management capacity. It’ll have equipped you with a good understanding of the retail industry and its emerging trends and technologies, both of which will come into your decision-making here. Familiar with project methodologies like Agile and Waterfall and experienced with cross-functional matrix structures, delivering change as an internal SME will come naturally to you. Qualified to BCS Advanced International Diploma level or similar, you’ll be knowledgeable and have experience in all functions of transformation such as technical, digital, and business.

The hybrid nature of the role, which combines management of a business analyst team with a collaborative role within IT project delivery, exemplifies the way Clarks is getting smarter. It’s a break with convention. Likewise, if you see a better way of doing things—even if it’s not been tried before—you won’t be afraid to implement it. And because you’re a great communicator, you’ll get the backing your ideas need to succeed. It’s people like that who are making Clarks better right now—and who will reap the rewards.


You will lead, develop, mentor and motivate a team, whilst setting the strategic direction for a team of business analysts, building the capabilities and seeking opportunities to improve the team’s way of working continuously to successfully deliver requirements that underpin Clark’s business strategy and business plans.

Understand current business issues and objectives and business expectations for IT. Ensure that requirements are understood, managed and communicated, and their status agreed on and approved.

Define and maintain business functional and technical requirements.  Based on the business case, identify, prioritise, specify and agree on business information, functional, technical and control requirements covering the scope/understanding of all initiatives required to achieve the expected outcomes of the proposed IT-enabled business solution.

Manage requirements risk and Identify, document, prioritise and mitigate functional, technical and information processing-related risks associated with the enterprise requirements and proposed solution.

Obtain approval of requirements and solutions, Co-ordinate feedback from affected stakeholders and, at predetermined key stages, obtain business sponsor or product owner approval and sign-off on functional and technical requirements, feasibility studies, risk analyses and recommended solutions.

Manage changes to requirements and track the status of individual requirements (including all rejected requirements) throughout the project life cycle and manage the approval of changes to requirements.

Key responsibilities

Evaluate stakeholder reporting requirements.
Continually examine and make a judgement on the current and future requirements for stakeholder communication and reporting, including both mandatory reporting requirements (e.g., regulatory) and communication to other stakeholders. Establish the principles for communication.
Identify, evaluate and select suppliers.
Identify suppliers and associated contracts and categorise them into type, significance and criticality. Establish supplier and contract evaluation criteria and evaluate the overall portfolio of existing and alternative suppliers and contracts.

Conduct a gap analysis - Identify the gaps between the current and target environments and consider the alignment of assets (the capabilities that support services) with business outcomes to optimise investment in and utilisation of the internal and external asset base. Consider the critical success factors to support strategy execution.

Manage the business relationship - manage the relationship with customers (business representatives). Ensure that relationship roles and responsibilities are defined and assigned, and communication is facilitated.

Identify IT services - analyse business requirements and how IT-enabled services and service levels support business processes. Discuss and agree on potential services and service levels with the business, and compare them with the current service portfolio to identify new or changed services or service level options.

Initiate a programme - initiate a programme to confirm the expected benefits and obtain authorisation to proceed. This includes confirming the programme mandate through approval of the conceptual business case, producing the programme brief, reviewing and updating the business case, developing a benefits realisation plan, and obtaining approval from sponsors to proceed.

Evaluate resource management - continually evaluate the portfolio of IT-enabled investments, services and assets to determine the likelihood of achieving enterprise objectives and delivering value at a reasonable cost. Identify and make a judgement on any changes in direction that need to be given to management to optimise value creation.

Communicate management objectives and direction - communicate awareness and understanding of IT objectives and direction to appropriate stakeholders and users throughout the enterprise.

Qualifications, Training and skills required

5 > Years of broad practical experience in an equivalent role, with repeated practice leading and performing business analysis in a variety of complex situations.
Good understanding of developing trends in the industry and related technologies to provide a context for the development of Clark’s strategy.
Collaborative working style with a clear and relentless focus on delivering outcomes with the ability to see the overall picture and how individual actions fit within it.
Ability to know what techniques to use and what influences the usage of the various techniques for the tasks.
Strong business acumen.
Experience in working in matrix structures, with cross-functional teams and operating under both line reporting and project task managers
Experience with project/programme delivery methodologies and working in agile/ scrum/Prince2/DSDM framework environments
In-depth specialist knowledge gained through professional experience and/or industry qualifications such as the BCS Advanced International Diploma or other qualifications and training/development.
Strong hands-on implementation skills in contemporary technologies (i.e. Hybris, SAP) methodologies, comfortable working at the detailed level in complex technical environments and either waterfall or agile delivery methodologies.

About Clarks

Clarks, based in Somerset, England, has been at the forefront of innovative shoemaking since its foundation in 1825, when brothers James and Cyrus Clark made a slipper from sheepskin off-cuts. At the time it was ground-breaking; a combination of invention and craftsmanship that’s remained at the heart of what the brand does now.

In the Clarks archive of more than 22,000 pairs are shoes that have sparked revolutions and defined generations. From the original Clarks Desert Boot, first designed by Nathan Clark and launched in 1950 to the iconic Wallabee, each design has an instantly recognisable signature – a unique combination of craftsmanship and innovation that make it unmistakably Clarks.

Underpinned by a rich heritage and strong values, Clarks is a leading global footwear brand serving millions of consumers across the world, operating retail, wholesale, franchise and online channels in over 100 markets worldwide supported by nearly 6,000 employees across the world.

In February 2021, Clarks entered a new chapter in its history as it formed a partnership with LionRock Capital, positioning the iconic footwear brand for future success as it enters its third century.

We love hearing from great people

Visit us at clarksjobs.com, follow us on Twitter and become a fan on Facebook. Just look for @JobsatClarks

Clarks International believes that the principle of equality of opportunity is fundamental to the company's operations. Our long held aim is to provide just and fair treatment for all employees. We will not discriminate on the grounds of sex, age, disability, marital status, colour, race, religion, ethnic origin, sexual orientation or gender reassignment.

Back to search Share Apply now