Business Analyst

About Pay By Phone

At Pay By Phone , our strength is our people. Behind our product is a talented, creative, and driven multi-disciplinary team united by a shared ambition: to make everyday mobility simpler. We believe innovation should be collaborative, learning should be constant, and work should be enjoyable. As we grow, we're looking for people who want to grow with us.

Together, we're on an ambitious mission to create intuitive technology solutions that deliver world-class user experiences. We are a fast-growing, forward-thinking company and already help more than 60 million users across North America and Europe. Our technology helps millions of consumers pay quickly, easily, and securely - without waiting in line, carrying change, or worrying about costly fines.

Location:

Hatfield, UK (Hybrid)

Employment type:

Full-Time, Permanent

Reports to:

Global Clients Operations Director

As part of the Global function, this role is responsible for owning and evolving end-to-end business process analysis across all operational areas. Acting as a central Business Analyst capability, the role will review, document, and optimise processes to drive efficiency, consistency, and scalability across the organisation.

This includes establishing and maintaining high-quality process documentation, identifying improvement opportunities, and ensuring alignment between business operations, systems, and strategic objectives. The role will also play a key part in driving change governance, maintaining clear audit trails through change logs, and supporting continuous improvement initiatives.

• Act as a central Business Analyst across operational functions, reviewing end-to-end processes to identify inefficiencies, risks, and optimisation opportunities
• Evaluate and improve both manual and system-driven processes, working across internal teams and third-party providers
• Drive standardisation and best practice across business processes globally
• Lead gap analysis activities to assess current vs. future state (AS IS / TO BE) and define actionable improvements

• Own and maintain comprehensive business procedural documentation across all operational areas
• Create and manage detailed process maps, SOPs, and supporting artefacts to ensure clarity and consistency
• Establish and maintain change logs to track process updates, improvements, and decisions for audit and governance purposes
• Ensure documentation is kept up to date and reflects current operational practices

• Develop detailed and scalable process and journey maps across multiple domains, including:
  • Customer experience flows
  • End-to-end business process flows
  • System and Salesforce architecture flows
• Use appropriate Business Analysis tools and methodologies to represent processes effectively
• Leverage tools such as Miro, Lucid, Figma, Visio, or Braze to create clear, user-friendly visualisations
• Identify and highlight areas for automation, simplification, and efficiency gains

• Partner with cross-functional stakeholders to build a deep understanding of current operations and future requirements
• Conduct workshops, interviews, and discovery sessions with business users and leadership
• Translate business needs into clear, structured requirements and process outputs
• Act as a key liaison between business, operations, and technical teams to ensure alignment and clarity

• Support and drive continuous improvement initiatives across operational processes
• Ensure changes are clearly documented, communicated, and embedded into business processes
• Work closely with product, technology, and operations teams to ensure process improvements are effectively implemented
• Contribute to building a culture of operational excellence and data-driven decision making

• Fluent in English, with excellent written and verbal communication skills
• Minimum 3-5 years' experience in business analysis or a related role
• Experience using journey mapping tools, with the ability to produce clear, well-documented maps and materials
• Bachelor's degree in business administration or equivalent; CBAP or PMP a plus
• Strong analytical and problem-solving skills, with a logical, methodical, and enquiring approach
• Skilled at identifying areas for improvement and uncovering the real justification for change
• Excellent organisational, time-management, and…