Senior Business Analyst

Shape end-to-end customer journeys, lead discovery workshops, and turn insight into action across digital and service experience transformation.

Your impact

• Drive early-stage discovery with business and technology teams to shape how customer enquiries, interactions, and leads flow across channels and end-to-end journeys.

• Produce high-quality delivery artefacts including requirements, process mapping, dependency tracking, risk identification, and mitigation planning.

• Engage with customer, channel, and marketing stakeholders to assess current interaction and data environments, uncovering opportunities to create more seamless and connected experiences.

• Convert customer insights and business objectives into defined challenges, opportunity areas, and prioritised initiatives.

• Lead co-design, design-thinking, and service design sessions that connect customer needs with commercial outcomes.

• Build visual storytelling tools — journey maps, experience frameworks, and service models — to clearly present recommendations to senior leaders.

• Partner with data, decisioning, and channel specialists to ensure experience aspirations align with platform and technical capabilities.

• Work side-by-side with delivery teams to confirm requirements and translate strategy into execution.

Risk & Wellbeing Responsibilities

• Follow legislative, policy, and organisational safety practices.

• Participate in required health and safety training to maintain a safe workplace for all.

Core experience

• 7+ years working as a Business Analyst on customer experience, digital change, or service transformation programmes.

• Strong facilitation background, leading workshops that surface stakeholder needs, map journeys, and define prioritised plans.

• Demonstrated ability to bridge customer outcomes, business strategy, and technical delivery into aligned solutions.

• Exceptional communication and narrative skills — able to turn complexity into clarity.

• Confidence operating in ambiguous environments, simplifying moving parts, and building stakeholder consensus.

Nice to have

• Hands-on experience with service design, design-thinking, or customer journey frameworks.

• Knowledge of multi-channel customer ecosystems including digital, physical, and contact centre environments.

• Exposure to data-led customer engagement or personalisation platforms.

• Comfort using Jira, Confluence, or PowerBI.

Qualifications

• Degree in business, technology, or similar — or equivalent professional experience.