Business Analyst 12 month FTC

WFH policy: Employees are required to attend the office 2 days/week

Flexible working: Variety of flexible work patterns subject to line manager discretion e. g. Compressed 9-day fortnight

Reports to: Senior Operations Manager - Settlements Services

Deadline Note: We reserve the right to close the advert before the advertised deadline if there are a high volume of applications.

Role Summary

To provide dedicated business analysis capability within Services Assurance, enabling a structured, user-centred, and evidence-based approach to discovery, change assessment, continuous improvement, and system alignment.

The role supports better decision-making across systems, and other contractual services by defining clear problem statements, translating business needs into delivery-ready outputs, identifying optimisation opportunities, and reducing duplication across services, systems and providers.

Key Responsibilities

• Lead service discovery and requirements gathering across the team and associated contractual services.
• Define clear problem statements, desired outcomes, scope, assumptions, and constraints for change initiatives.
• Develop business analysis artefacts including business cases, options analysis, process maps, customer journeys, user stories, high-level requirements, and supporting documentation.
• Establish and maintain a joined-up view of services, systems, processes, and external providers to support informed decision-making.
• Identify opportunities for service optimisation, process improvement, system rationalisation, and removal of duplicated activity.
• Maintain and prioritise continuous improvement and discovery backlogs in partnership with stakeholders.
• Facilitate workshops and structured engagement sessions with SMEs, operational teams, service leads, and delivery partners.
• Support user-centred service design across platforms and service providers.
• Help maintain service knowledge, process documentation, and analysis outputs so that change impacts can be understood and tracked consistently.
• Present findings, recommendations, and analysis outputs to stakeholders and governance forums in a clear and practical way.
• Promote consistent business analysis tools, standards, and ways of working that improve quality and pace of delivery.
• Accountable for producing clear, structured, and reliable analysis that supports operational, commercial, and service design decisions.
• Responsible for improving the quality and consistency of discovery work, reducing reliance on ad hoc analysis by operational SMEs.
• Expected to work across multiple services and stakeholder groups, building alignment where there are interdependencies, competing priorities, or unclear requirements.
• Responsible for identifying risks, inefficiencies, gaps, and duplication within current services, processes, and systems, and for recommending practical improvements.
• Exercises judgement and critical thinking in selecting appropriate analysis techniques and approaches depending on context, complexity, and stakeholder needs.
• Works with a high degree of autonomy within agreed priorities, escalating issues and decisions where strategic, financial, or delivery impacts require leadership input.

Contributes to the resilience and future readiness of the Services Assurance function by embedding repeatable, evidence-based analysis practices

Skills Knowledge and Expertise Essential

• Strong analytical and problem-solving skills, with the ability to turn ambiguous issues into clear problem statements and actionable requirements.
• Ability to gather, assess, and synthesise information from multiple stakeholders, systems, and processes.
• Strong facilitation, communication, and stakeholder management skills.
• Knowledge of operating models, process architecture, BPMN, UML, or similar analysis frameworks.
• Ability to work across cross-functional teams and build collaborative relationships with internal and external stakeholders.
• Confidence in challenging constructively, asking the right questions, and driving clarity in complex situations.
• Ability to create structured documentation such as process maps, requirements artefacts, user stories, use cases, and analysis summaries.
• Strong organisational skills and the ability to manage competing priorities across multiple workstreams.
• Practical understanding of continuous improvement and user-centred approaches to service design.
• Ability to present analysis and recommendations clearly to a range of audiences.
• Proven experience working as a Business Analyst or in a similar analytical role within complex operational or change environments.
• Experience leading or supporting discovery, requirements gathering, and process improvement activity.
• Experience producing structured analysis outputs that support decision-making and change delivery.
• Experience working with stakeholders to define needs, assess impacts, and translate business requirements into practical outcomes.
• Experience operating in environments with multiple stakeholders, systems, and interdependencies.
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