Customer Analyst

Supports the analysis and delivery of customer change initiatives across PRA, working within the CoE framework to turn customer insight and business priorities into well-defined, deliverable change. The role focuses on understanding customer journeys, analysing data and processes, and supporting the design, implementation and tracking of changes that improve customer outcomes while meeting regulatory expectations.

• Analyse customer journeys to identify issues, risks and improvement opportunities
• Gather and document business and customer requirements, ensuring clarity of scope and outcomes
• Produce structured analysis artefacts including process maps, impact assessments and requirements documentation
• Support end-to-end delivery of customer change initiatives, from design through to implementation
• Work closely with Operations, Technology and Compliance partners to enable effective delivery
• Support Consumer Duty assessments linked to change activity
• Track outcomes and benefits post-implementation, ensuring changes deliver intended results
• Contribute to consistent use of CoE frameworks, standards and tools across initiatives
  
  Support identification of dependencies, risks and process gaps within change activity

• Experience in a Business Analyst or Change Analyst role
• Strong analytical and problem-solving skills
• Experience mapping customer journeys and processes
• Comfortable working with data and insight
• Experience embedding automation into journeys
• Experience with in regulated financial services desirable
• Clear and structured communicator

All employees have a responsibility to support PRA’s compliance with applicable laws, regulations, internal policies, and risk management including:

• Taking accountability for their own actions, decisions, and professional conduct.
• Adhering to all relevant regulatory requirements, such as those set out by the appropriate regulator.
• Following the Company’s policies, procedures, and conduct standards at all times and participating in the management of risks.
• Monitor for and promptly accelerate any actual or suspected non-compliance with policy, regulation, or breach of local legislation.
• Completing mandatory compliance and risk training in a timely manner and applying the learning in day-to-day activities.
• Contributing to a culture of good governance, risk awareness, and customer-focused conduct by embracing PRA’s values and Group Code of Conduct which adheres to the highest standard of ethics.
• Co-operating fully with internal reviews, audits, or regulatory investigations if required.
• All staff are expected to understand the compliance risks relevant to their role and seek guidance where appropriate.