Business Analyst – Customer Journeys

About PSI

PSI’s software easily provides compliant and automated customer journey & multichannel sales onboarding solutions for telco and energy companies, enabling them to deliver best in class customer experiences.

The PSI platform, Fusion, utilises modern mobile and cloud technology, is highly customisable and can easily integrate with an existing infrastructure. Integrating multiple systems and automating complex processes with Fusion increases productivity, shortens customer onboarding times, and increases Sales.

With over 15 years of the experience, the Fusion Platform and Team helps our international Customers increase revenues across all channels, provide extra control and compliance, retain sales teams, and deliver outstanding customer experiences, enabling the Business to respond quicker and easier to changing environments while save resources across multiple departments.

Job Description

At the heart of Fusion lies our No-Code/Low-Code development platform (NC/LCDP), allowing processes and forms to be created via our advanced BPM and Forms designers. In association with its companion system, Touchstone, we champion internal and external Business Process Engineers to build first class Customer Journeys without requiring deep technical expertise.

As a Business Analyst specializing in Customer Journeys in PSI Mobile, your role is to work closely with our clients and our Business Process Engineers to map business processes and solutions for customer journey improvements within contract sales arenas and more. You will have extensive knowledge of Fusion and Touchstone and be capable of offering new capabilities to our customers. There will also be the opportunity for you to play a role in defining the future product direction of the company at an exciting time of expansion and growth.


  • Analyse and understand a clients Customer Journeys by capturing requirements from stakeholders for new ones, reviewing existing ones, and producing highly detailed requirement specification documents.
  • Work collaboratively with the client to define use cases which illustrate the impact of the change within the Customer Journey.
  • Support the Customer Success Manager in delivering the Change Request documentation and otherwise for the agreed requirements and gaining sign-off.
  • Work with the Commercial Team to devise and define innovative product enhancements for Fusion and Touchstone, gained from your interactions with our customers, and recognizing and offering solutions to their key business needs.
  • Track activities against the project delivery plan and manage stakeholder involvement, as necessary.
  • Evaluate Customer Journeys forms and processes performance and recommend solutions for improvements.
  • Ensure compliance with company forms and BPM design standards.
  • Be a champion for Fusion and Touchstone through developing a deep and rich understanding of its USPs.
  • Documenting as-is and to-be Customer Journey Mapping, challenging the current way of working and suggesting change.

Skills & Expertise

  • Minimum 2 years Business Analyst experience with a client-facing and Customer Journey Mapping focus.
  • Exceptional client/stakeholder facing skills.
  • Excellent verbal and written communication skills, documentation, and reporting skills.
  • Experience in analysing and improving Customer Journeys for utilities and telcos a strong plus.
  • Strong analytical and problem-solving skills.
  • Initiative-taking, hardworking individual with excellent attention to detail.
  • Willingness to collaborate, embrace change and improve processes.
  • Understanding of modern form design and best practices, and Business Process Management (BPM) design, a plus.

Education & Qualifications

Business Analysis related degree desirable.


Competitive salary & package dependent on experience.


Please send your CV and cover note to