Business and Process Analysis

Develop a detailed understanding of existing consumer and SME services.
Review the complete customer journey, from registration and parcel receipt through consolidation, payment, shipping, returns and customer support.
Map current business processes and recommend practical future-state improvements.
Gather requirements from the Founder, operational staff and other stakeholders.
Identify operational inefficiencies, customer pain points and opportunities for automation.
Convert business needs into structured priorities and actionable workstreams.

Website and Platform Development

Conduct a structured audit of the existing website, customer portal and administrative processes.
Recommend which areas should be improved immediately and which should form part of later development phases.
Define a realistic minimum viable product and phased development roadmap.
Prepare clear Business Requirements Documents and Software Requirements Specifications.
Produce user stories, process flows, functional requirements and acceptance criteria where appropriate.
Consider the requirements of consumers, SME customers, operational staff and administrators.
Document relevant integrations, reporting, security, payment and data requirements.
Ensure that business requirements are understood.

Essential Experience and Skills

At least three years of relevant experience in business analysis, digital product coordination, software project coordination or a similar role.
Experience gathering, analysing and documenting business requirements.
Ability to prepare requirements documents, user stories, process maps and acceptance criteria.
Experience working with website developers, software teams or external technology suppliers.
Understanding of websites, customer portals, content-management systems and common digital integrations.
Project planning, coordination and follow-up skills.
Commercial awareness and ability to distinguish essential requirements from unnecessary complexity.
Strong written and spoken English.
Confidence communicating directly with senior stakeholders.
Ability to work independently, manage priorities and deliver agreed outputs with limited supervision.
Working knowledge of spreadsheets, presentations and collaborative project-management tools.
Comfortable using AI tools responsibly for research, drafting, analysis and productivity while independently checking output accuracy and quality.

Desirable Experience

Experience in e-commerce, logistics, parcel forwarding, warehousing, fulfilment or international shipping.
Experience with SME or business-to-business services.
Knowledge of UX, customer-journey design or conversion.

Digital Product & Growth Coordinator / Business Analyst

The essentials