Senior Business Analyst

AI / Recommendations / Agentic / Chatbot / Digital experience

We’re looking for an experienced Business Analyst to support the delivery of an AI-powered digital experience
, focused on conversational AI, personalisation, and data-driven customer journeys.

This role sits at the heart of a cross-functional team spanning product, engineering, data, and operations
, helping translate business needs into clear, actionable requirements for AI-enabled features.

• Lead discovery with stakeholders to understand business goals and user needs
• Translate requirements into user stories, process flows, and acceptance criteria
• Work closely with product managers, engineers, and data teams on:
• Conversational AI use cases
• Personalisation and recommendation logic
• Data flows and dependencies
• Map end-to-end customer journeys involving AI interactions
• Define success metrics and support post-launch optimisation
• Act as a bridge between technical and non-technical teams

• Proven experience as a Business Analyst on digital products or platforms
• Strong stakeholder management and communication skills
• Experience working in agile delivery environments
• Confidence collaborating with engineering, data, and AI/ML teams
• Ability to bring structure and clarity to complex or ambiguous problems
• Exposure to AI-driven products (chatbots, personalisation, recommendations, RAG, LLMs)
• Understanding of data concepts (APIs, analytics, data flows)
• Experience in customer- or member-centric digital experiences

AI / Recommendations / Agentic / Chatbot / Digital experience