IT Business Analyst - Client Solutions

About the Job

CHANEL are constantly looking at innovative ways to offer a best of class experience to our clients, in store or online. This translates to a portfolio of projects at various stages, from ideation to in-progress implementation.

In particular, we are aiming to deliver best in class in-boutique experience for our clients, but also for out retail teams. For the past 2 years we have been rolling out a new Clienteling ecosystem with key features to support and empower our sales advisors and back of house staff.

In order to increase our capacity to analyse and deliver such features, we are looking for an experienced IT Business Analyst to join the Client Solutions team. This role will be dedicated to our Clienteling ecosystem, focusing on delivering an entirely new part of the expanding scope for our boutique client journey.

Part of CHANEL Tech_, the Client Solutions team is composed of Application Managers, Business Analysts, Data Analysts, Project Managers working on delivering and supporting a variety of projects and applications linked to Client Experience, across all CHANEL divisions (Fragrance & Beauty, Fashion, Watches & Fine Jewellery). These projects include eCommerce, CRM, Clienteling and many other exciting products which constitute the client’s journey with the brand.

What you’ll do

As a Client Solutions IT Business Analyst, you will perform analysis, both functional and technical, focusing on the new features of our Clienteling applications. You will drive the delivery of these features alongside your CHANEL Tech_ and business colleagues.

IT Business Analysis

• Working closely with the business teams from each division, understand and analyse their requirements and priorities for the new Clienteling features

• Provide your digital projects expertise to assess feasibility and impact of the requirements on UK systems and processes, propose solutions and recommendations

• Collaborate with your regional IT colleagues to get their input on the requirements, as well as during the design and delivery of any changes in regional systems (existing applications, CRM, POS…), as well as align with Architecture and Infosec best practices

• Drive structured and timely delivery with vendors in charge of development for certain parts of the applications

• Feed into the change request and/or project processes to make sure any requirements and work required are approved and shared appropriately

• Work closely with the PMO team and project managers to provide updates, highlight any risks, issues or difficulties

• Regularly update core documentation to ensure the IT knowledge base is up to date and aligned with what is being delivered

• Define and contribute to the testing strategy for what is being delivered, to ensure testing is exhaustive and correctly executed

Key experience

• Extended experience across various digital projects, as an IT Business Analyst (Clienteling apps ideal, but other mobile apps, CRM or digital products experience are also relevant)

• Technical experience delivering omnichannel journeys in retail

• Requirements gathering and gap analysis

• Functional and technical specifications (inc. delivery of integrations between applications)

• Collaboration with teams across the business (CRM, retail, digital, marketing, operations…)

• Collaboration with external development teams, technical teams and 3rd parties

• Backlog management, prioritisation

• Testing plan, coordination and execution

Systems

• Nice to have – clienteling apps, Salesforce SFDC, Cegid Y2, Azure APIM

Soft skills

• Excellent team attitude, approachable and good communication skills, but strong enough to stand their ground in potentially complex meetings

• Excellent documentation and written skills (specifications, user stories, process flows…)

• Rigorous in following, enforcing and proposing evolutions to agreed guidelines for the management of the product roadmap and support processes

Benefits@Chanel

Have been created to support you across your professional and personal life by offering you:  

• Physical Wellbeing: Private Medical Insurance covering pre-existing medical conditions and ability to add family members, Online GP App with 24/7 appointments available within 24 hours and Cycle Scheme participation for a tax-exempt bike and/or accessories  

• Financial Wellbeing: Pension, Life Assurance and Retail Discounts across multiple retailers including Supermarkets, Gyms, Days Out and