Commercial Operations Analyst

Job Description

The Role

The Commercial Process Improvement & Business Analyst, within the Win Centre, is responsible for capturing, documenting and improving commercial processes, ensuring that ways of working are clear, consistent, scalable and supported by the right tools and knowledge sources.

This role will work closely with Commercial, Operations, Product, Technology, Analytics and other cross-functional teams to understand ways of working, constructively challenge existing processes, identify opportunities for simplification and automation, and translate business needs into requirements.

The successful candidate will combine commercial awareness with strong process discipline, analytical thinking and a continuous improvement mindset. They will help ensure that commercial processes are actively improved, adopted and embedded across relevant teams, and track their success.

Key Responsibilities

• Capture existing commercial processes through workshops, stakeholder interviews, observation and review of existing materials.
• Translate current ways of working into clear process maps, workflow diagrams, checklists, playbooks and supporting documentation.
• Identify gaps, duplication, manual workarounds, inefficiencies and areas of inconsistency across processes.
• Create and maintain process documentation in tools such as Confluence, Lucidchart or similar platforms.
• Constructively challenge existing ways of working and recommend opportunities for simplification, standardisation, optimisation or automation.
• Identify opportunities to reduce friction, improve speed, increase consistency and improve commercial decision-making.
• Support continuous improvement initiatives and help embed process discipline and accountability.
• Translate mapped processes and business needs into clear business requirements for developers, product owners, system owners or technical teams.
• Support the creation of user stories, acceptance criteria, business rules and functional requirements.
• Work with technology and product teams to ensure requirements are understood and delivered effectively.
• Support process optimisation and automation through workflow tools, system improvements, reporting or AI-enabled solutions where appropriate.
• Ensure commercial processes are built around, and make effective use of, existing business knowledge hubs, toolkits, templates and guidance.
• Identify where teams need access to supporting information within a process, such as product guidance, pricing principles, competitor insights, market intelligence, client materials or strategic toolkits.
• Work with content owners so processes direct users to the source of truth at the right point in the workflow.
• Support the implementation of new or improved processes, tools, templates and ways of working.
• Help create training materials, user guides, checklists and communication materials to support adoption.
• Gather feedback from users and identify further opportunities for improvement after implementation.
• Support definition of KPIs and reporting needs to measure performance, adoption and improvement impact.
• Help identify workflow bottlenecks, process gaps and areas requiring management attention.
• Work with analytics or reporting teams where required to support data-driven process improvement.

Knowledge, Skills and Behaviours

Essential

• Commercial background, ideally within commercial operations, business analysis, sales operations, account management support, business transformation or a related environment.
• Experience capturing, documenting and improving business processes.
• Experience translating business processes into business requirements for technology or system teams.
• Experience working with cross-functional stakeholders in a fast-paced business environment.
• Degree or equivalent experience in Business, Commercial Management, Business Analytics, Operations, Data Analytics, Artificial Intelligence or a related discipline.
• Strong process mapping, documentation and analytical skills.
• Commercial awareness and ability to understand business drivers.
• Ability to challenge constructively and influence stakeholders.
• Strong written and verbal communication skills.
• Ability to translate business language into clear requirements, workflows and practical documentation.
• Comfortable working with ambiguity and turning unstructured information into clear outputs.
• Continuous improvement mindset and strong attention to detail.
• Experience with one or more of Lucidchart / Lucid, Jira, Confluence or Microsoft Visio.
• Exposure to workflow or process automation tools, reporting and analytics tools.

Desirable

• Confidence using AI-enabled productivity or business analysis tools.
• Lean Six Sigma certification or practical experience applying Lean Six Sigma principles.
• Additional certifications in business analysis, process improvement, agile delivery or project management.

Reward & Benefits: What's in it for me?

We want our people to feel recognised, supported and able to thrive both at work and beyond it.

We offer a competitive reward package designed to support your financial, physical and mental wellbeing, alongside opportunities to learn, develop and be recognised for the contribution you make. Benefits vary by role and location, and full details will be shared as part of the application process.

Equal opportunities: Our commitment to inclusion

Collinson Group is an equal opportunities employer. We welcome applications from people of all backgrounds, identities and experiences, and believe that different perspectives make our business stronger.

About Us

Collinson Group is powered by a culture of innovation, collaboration, and integrity. Our employee experience brings together everything that makes us unique: our strong values, our commitment to sustainability, our recognition programmes, and our inclusive culture. Most importantly, it’s our people who make the difference. At Collinson Group, we’re curious, hardworking, humble, and focused on creating impact together, which is why we’re proud to be recognised as a top workplace.

Why work here?

Better journeys start here — including your own.

Join a growing global business where you can solve meaningful challenges, collaborate with talented people around the world and help shape the future of travel, loyalty and customer experience.

Bring your perspective, grow beyond your role and make an impact that reaches beyond profit.

Your next journey could start here

Our Culture

At Collinson Group, our culture is shaped by how we work as much as what we achieve. We are curious, ambitious and grounded, and we believe the strongest ideas are built together.

Our values — Do the Right Thing, Take Action, One Team and Act Smarter — guide the decisions we make, the way we treat one another and how we deliver for our clients, customers and partners.

We want everyone to have the opportunity to do meaningful work and fulfil their potential. Through learning and development, recognition, wellbeing, inclusion and our commitment to sustainability and community impact, we create an environment where people can grow, contribute and feel that they belong.