Business Analyst

About the role

We're running a major Customer Outcomes Improvement Programme to reduce complaint volumes and improve customer outcomes. We need an experienced Business Analyst to link our Reporting & Insights team with our data architecture and engineering teams. You'll turn business MI needs into clear requirements for automated complaints data feeds from our outsourced service providers.

Key responsibilities

• Run requirements workshops with business, data architecture and engineering stakeholders

• Map current-state processes end to end, including timelines, hand-offs and manual steps

• Capture and document business requirements without prescribing the technical solution

• Analyse and compare data sets (monthly vs daily feeds) to find gaps, differences and coverage

• Define reconciliation rules across operational, governance and regulatory data

• Assess downstream impacts on regulatory reporting (FCA, Consumer Duty) and MI

• Agree metric definitions, thresholds and tolerances for executive and regulatory dashboards

• Build and maintain a prioritised, costed backlog of epics and user stories with acceptance criteria

• Manage RAID, decision and dependency logs

• Work with third-party providers on data feed requirements

• Feed into the gap analysis, investment assessment and delivery roadmap

• Present findings clearly to senior stakeholders and SteerCo

Essential skills and experience

• Proven BA experience in UK Financial Services, ideally Life & Pensions or insurance

• Experience on data, MI or data platform programmes

• Strong requirements elicitation, documentation and stakeholder management

• Process mapping (BPMN or similar)

• Hands-on data analysis using SQL and Excel

• Understanding of data ingestion and modern data platforms (e.g. Azure, medallion / bronze-silver-gold)

• Experience writing data requirements, data dictionaries and source-to-target mappings

• Working knowledge of complaints handling and FCA reporting (DISP, Consumer Duty)

• Agile delivery: backlog management, user stories, scrum or squad working

• Experience working with outsourced service providers or third-party data suppliers

• Excellent written communication: clear, concise, structured

Desirable

• Experience with Power BI or similar BI tools

• Exposure to Azure data services, EDM or data product models

• Data reconciliation and data quality frameworks

• Root cause analysis or customer journey analytics

• Awareness of AI / natural language insight tools

• BCS / IIBA certification (e.g. CBAP, BCS Diploma)

Personal attributes

• Outcome-focused, always asking "how does this reduce complaints?"

• Confident challenging assumptions and timelines with evidence

• Able to bring siloed teams together and keep alignment

• Comfortable with ambiguity and complex multi-team dependencies

• Pragmatic, structured and detail-oriented

What success looks like

• Clear, signed-off requirements for automated daily complaints data

• A realistic, architecture-led delivery plan

• Less manual MI effort and faster, trusted reporting

• One trusted source of complaints MI for the business and the regulator