Customer Transformation Business Analyst

SP Electricity North West manages and invests in the power network that supplies electricity to the 2.4m homes and businesses across the North West. Our 2,400 colleagues manage the 13,000km of overhead lines, 44,000km of underground cables and thousands of electricity substations to keep power flowing and supporting green growth. We’re one of six distribution network operators in the UK and are regulated by Ofgem.

We’re proud that in December 2024 we were named Utility of the Year by Utility Week magazine who said we punched above our weight and used innovation to solve some of the industry’s most difficult challenges. Come and be part of our team and make a difference.

Now part of the Iberdrola and Scottish Power group, we’re collectively building smarter, greener electricity networks that will get Britain growing by investing in a better future, quicker.

This a 12 month Maternity Cover.

The Customer Transformation Business Analyst works with business stakeholders, colleagues, external partner organisations, and internal support teams to deliver solutions aligned with business strategies and needs. The role holder demonstrates informed knowledge of the business to resolve problems on an ongoing basis and possesses deep expertise in the business capabilities and product lines they support, alongside a detailed understanding of the directorate’s systems, processes, and operational landscape.

• Provide day-to-day leadership and support to a small Business Analysis team, ensuring delivery of high-quality outputs aligned to customer and transformation objectives.
• Coach and develop team members, building capability in customer-centred analysis, requirements gathering, journey mapping and service design.
• Manage team priorities and workload to ensure focus on agreed objectives and successful delivery.
• Assess ideas and improvement opportunities from users and stakeholders, developing impact assessments, options appraisals, risk evaluations and recommendations.
• Support the development of project mandates, business cases and other governance documentation.
• Gather, analyse and document business processes, capabilities, systems and requirements, working closely with business and technical stakeholders.
• Lead requirements elicitation and management activities, translating business needs into clear functional and non-functional requirements.
• Produce and maintain analysis deliverables, ensuring alignment with agreed standards, methodologies and best practice.
• Develop stakeholder engagement approaches and facilitate workshops, interviews and feedback sessions.
• Plan and support user acceptance testing, including test scenario development, execution and outcome review.
• Maintain process documentation and reusable knowledge assets, supporting continuous improvement and knowledge sharing.
• Support change implementation activities, including pilots, cutovers, issue management and post-implementation review.
• Contribute to the use of business analysis and process modelling tools and techniques to support service improvement.
• Manage relationships with third-party telephony suppliers, ensuring successful delivery of customer-focused change initiatives through effective requirements management, testing, financial oversight and stakeholder engagement.

• Significant experience in a Business Analysis role, including requirements elicitation, process mapping, task analysis and translating business needs into effective solutions.
• Experience supporting business change, service improvement and technology-enabled transformation programmes.
• Strong understanding of business processes and service delivery, with the ability to identify, evaluate and implement improvement opportunities.
• Excellent communication skills, with the ability to engage and influence a broad range of technical and non-technical stakeholders.
• Strong stakeholder management skills, including experience working with senior leaders to shape decisions and drive outcomes.
• Experience gathering, analysing and interpreting customer, business and operational insights to inform service…