Senior Business Analyst

Position Title: Senior Business Analyst

Reports to: Head of Change UK & International

Location: London

Summary of Position:

The Senior Business Analyst is a vital member of our team, responsible for shaping the way our business designs and delivers services — from understanding customer and colleague needs through to defining, prioritising, and implementing solutions that improve the end-to-end experience. The role covers strategic operational initiatives across the business, working closely with senior stakeholders to translate strategic priorities into practical, well-designed change on the ground.

It blends traditional business analysis rigour with a business and service design mindset: mapping journeys and touch points, understanding the systems and operating models that sit behind them, and translating insight into evidenced, deliverable solutions. The successful candidate is detail-oriented, data-driven, and genuinely curious about how people experience our services, with a strong understanding of business operations and a passion for driving positive, human-centred change.

• Support the design and delivery of strategic operational initiatives, working with senior stakeholders to translate strategic objectives into clear scope, requirements, and delivery plans.
• Analyse operating models and service delivery across the business to identify where strategic change will have the greatest impact, and build the business case to support it.

• Collaborate with stakeholders, customers, and colleagues to understand needs, pain points, and desired outcomes across a service or business area.
• Translate qualitative insight and business needs into clear, actionable requirements, framed around the value they create for users and the business.

• Map current-state customer and colleague journeys, identifying moments that matter, pain points, and opportunities for improvement across the end-to-end service.
• Develop future-state journey maps and service blueprints that connect front-stage experience to back-stage processes, systems, and people.
• Facilitate co-design and design-thinking sessions with stakeholders and, where appropriate, end users, to test ideas and prototype improvements early and cheaply.

• Collect and analyse quantitative and qualitative data to identify trends, patterns, and root causes behind service and operational performance.
• Develop reports, dashboards, and visualisations that bring insight to life and support evidence-based decision-making, including for senior stakeholders.

• Document current business processes and operating models, and identify areas for optimisation, simplification, or redesign.
• Propose process and service improvements that balance user experience, operational efficiency, and commercial outcomes, and support their implementation.

• Work with technical, operations, and design teams to design and validate solutions that meet business requirements and improve the overall service experience.
• Create functional specifications and user stories, and collaborate in the development of new systems, services, or enhancements.

• Maintain open, transparent communication with stakeholders across the business, including senior leadership, ensuring their needs are understood, represented, and addressed throughout the design and delivery process.
• Facilitate requirements workshops, journey mapping sessions, and design reviews.

• Develop and execute test plans and test cases to ensure solutions are fit for purpose, both functionally and from a user experience perspective.
• Coordinate user acceptance testing (UAT) and gather structured feedback to validate that outcomes meet user and business needs.

• Support the change management process by assisting with user training, communications, and guidance during implementation, with a focus on adoption and experience.

• Maintain comprehensive project and service design documentation, including journey maps, blueprints, and requirements artefacts.
• Prepare and present regular reports on project progress, findings, and service performance.
• Adhere to company and regulatory policies & procedures together with mandatory training requirements.
• Adhere to financial reporting requirements including monthly…