Monitor system performance and stability, proactively identifying patterns that could impact guest or employee experience
Work with internal tech teams and partners to troubleshoot complex cross-system issues
Map business processes to identify opportunities for automation and AI-driven optimization, collaborating with the Automation & AI team to remove manual work and increase efficiency
Deep dive into system logs, API calls, and technical traces to investigate incidents and identify root causes of issues across our product ecosystem
Conduct technical forensics when issues occur, documenting findings and translating technical details into business impact
Identify friction points in guest and employee journeys through data analysis, system observation, and stakeholder feedback
Document current state ("as is") and desired future state ("to be") journeys using process flows, user stories, and technical diagrams
Gather information from business stakeholders to understand problems and desired outcomes
Evaluate solution alternatives considering technical feasibility, integration complexity, and business value
Create proposals for system improvements with clear problem statements, solution options, and recommendations
Collaborate with In-Hotel Tech and Automation & AI teams on dependencies and integrations

Strong technical aptitude: Comfortable reading API documentation, analyzing JSON payloads, understanding authentication flows, and interpreting system logs
Journey mapping expertise: Proven ability to map complex customer journeys and identify optimization opportunities
Problem-solving mindset: You genuinely enjoy investigating technical issues and finding root causes
Analytical skills: Can synthesize information from multiple sources (logs, data, stakeholder input) into coherent insights
Communication excellence: Translate technical complexity into clear business language; adapt style for different audiences
Experience with hospitality systems (PMS platforms like Apaleo, guest-facing technologies)
Knowledge of CRM platforms (Salesforce or similar)

citizenM experience nights for you (and friends and family)
Personal and professional development opportunities and programs
Latest tech devices and all the tools you need to be successful in your role
Commuting travel costs covered (by car or public transport)
Pension and cycle-to-work scheme
Subsidized fresh daily lunches at our support office
Flexible public holidays
Employee assistance program
Varied team days and social events (from food trucks and quizzes at the office to parties on boats)

Technical Business Analyst

Key skills