Senior Business Analyst- Gov Voice

Applications for this role close 21st
September 23: 59 UK Time
About the job

We are a team at the forefront of applying cutting-edge AI to transform how people experience government services.

Gov Voice is building a trusted, reusable AI voice service that makes it easier for people to access government services by phone. For millions of people, contact centres are one of the most important and highest-volume ways they interact with government. We are creating an AI-enabled voice capability that can make those interactions simpler, faster and easier to navigate.

Gov Voice is part of the Department of Science, Innovation and Technology (DSIT), which is working to make digital government simpler, clearer and faster for everyone.

We are a team at the forefront of applying cutting-edge AI to transform how people experience government services.
We sit within the Government Digital Service. We are not currently part of the Incubator for AI, although the two teams will work increasingly closely together.

This is not innovation for its own sake. We are building a real service for real users in a high-trust, high-scrutiny environment. Our aim is to create something practical, reusable and trusted that departments across government can adopt with confidence.

This is a rare opportunity to work at the intersection of frontier AI and real-world delivery. You will be part of a multidisciplinary team bringing together product, delivery, AI, policy, operations, service design and technical expertise to solve complex problems that matter. If you are motivated by improving public services, shaping how AI is applied responsibly in government, and helping build services that could improve the experience of millions of people, this is an opportunity to make a genuine impact.

As a Senior Business Analyst, you will play a central role in shaping how Gov Voice delivers value for users, departments and government as a whole. You will lead analysis across complex service environments, helping the team understand user needs, operational realities, business constraints and opportunities for change.

You will work in a highly adaptive agile environment, carrying out deep analysis of organisations, processes and systems, and working closely with colleagues across product, delivery, policy, operations and technology. You will engage partner organisations through workshops, targeted investigation and collaborative problem-solving, and you will be comfortable interacting with senior stakeholders in fast-paced environments.

As a Senior Business Analyst, you will:

• Lead discovery and ongoing research
  to build a strong understanding of user needs across complex service journeys, ensuring the direction of the work remains focused on solving real problems for citizens
• Shape future service models
  , mapping how services work today, identifying where AI voice technology could add value, and setting out clear, evidence-based opportunities for improvement
• Define and maintain high-quality business requirements
  , collaborating with product, policy, technical and operational teams to ensure services develop in a coherent, user-centred and measurable way
• Guide the team through planning and product development cycles
  , helping to prioritise features, refine hypotheses, and design meaningful tests that build confidence before wider rollout
• Develop clear measures of success
  , including how the team will evaluate performance, quality, risk, and user and business outcomes
• Bring stakeholders together across departments and professions
  , communicating insight clearly, facilitating alignment, and ensuring decisions are transparent, evidence-based and well understood

This role will require you to move confidently between strategic thinking and hands-on delivery. At times, you will be helping define the future shape of a cross-government service; at others, you will be working closely with teams to break down problems, clarify requirements and support effective delivery.

We are interested in people who have experience:

• Shaping the analysis approach for complex business and user needs within an agile delivery environment, agreeing priorities and scope with teams, and producing high-quality artefacts such as user stories, acceptance criteria, and functional and non-functional requirements
• Understanding AI tools and their practical application
  , with curiosity about their potential to shape public sector services
• Guiding teams to choose and apply effective modelling…