Analysis Lead

Royal London; Alderley Edge; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Royal London is seeking an experienced Analysis Lead to shape digital customer journeys across mobile apps, online portals and broader digital channels. You will lead analytical work across complex digital change, partnering with Product Owners, delivery teams, stakeholders and technology colleagues to translate business needs into actionable outputs.

Working within the Chief Operating Office, you’ll foster collaboration across teams to deliver customer-centric, accessible and secure digital

Qualifications

• Senior/Lead Business Analyst experience on complex digital or technology change.
• Experience across mobile app, online portal, and digital self-service journeys, preferably in financial services.

Responsibilities

• Lead business analysis across complex digital change initiatives for mobile app, online portals and adviser journeys.
• Translate stakeholder needs into clear requirements, user stories and acceptance criteria.
• Facilitate workshops to explore opportunities, define scope and priorities.
• Analyse journeys, processes and data to identify improvement opportunities and automation.
• Collaborate with UX, Product, Engineering, Architecture, Testing, Risk and Operations to shape practical solutions.
• Support adoption of innovative customer-centric digital solutions including AI-enabled capabilities.
• Provide direction to other analysts and ensure timely delivery of outputs.
• Create high-quality analysis documentation (scope, requirements, maps, options papers, user stories, acceptance criteria).

Skills

Senior BA leadership

Analysis leadership

Stakeholder management

Workshop facilitation

Requirements elicitation

Journey mapping

Job description

Contract Type: Permanent
Location: Alderley Park (Wilmslow) or Glasgow
Working Style: Hybrid - 50% from home / 50% office based

“It feels good to have a career with real purpose.” #DigitalCareers

We have an exciting opportunity for an experienced Analysis Lead to join Royal London and play a key role in shaping digital customer journeys across our mobile app, online portals and wider digital service channels.

Working within our Chief Operating Office, you’ll support the delivery of strategic digital change that helps us improve customer experience, simplify colleague journeys and deliver better outcomes for our members and customers. You’ll lead analysis activity across complex initiatives, working closely with Product Owners, delivery teams, stakeholders and technology colleagues to turn business needs into clear, actionable outputs.

This is a great opportunity for someone who enjoys working across digital products and services, is confident leading analysis in agile environments, and wants to help shape intuitive, accessible and customer-centred experiences across online and mobile channels.

About the role

• Lead business analysis across complex digital change initiatives, with a strong focus on mobile app, online portal and adviser-facing journeys.
• Work with stakeholders and delivery teams to understand customer, colleague and business needs, translating these into clear requirements, user stories, acceptance criteria and supporting analysis outputs.
• Facilitate workshops and collaborative sessions to explore opportunities, define scope, agree priorities and support informed decision-making.
• Analyse customer journeys, processes, data and platform interactions to identify opportunities for improvement, automation and better digital outcomes.
• Collaborate with UX, Product, Engineering, Architecture, Testing, Risk and Operations colleagues to shape practical solutions that are simple, secure, scalable and aligned to customer and business needs.
• Support the development and adoption of innovative customer-centric digital solutions, including automation and AI-enabled capabilities, where these help improve mobile and online experiences, operational efficiency and business value.
• Provide direction and guidance to other analysts, helping to plan analysis activity, maintain quality standards and ensure outputs are delivered within agreed timescales.
• Create high-quality analysis documentation, including scope, business requirements, process maps, customer journeys, options papers, user stories and acceptance criteria.

About you

• Experience working as a Senior Business Analyst, Lead Business Analyst or Analysis Lead on complex digital, technology or customer-facing change.
• Strong experience of mobile app, online portal, web or digital self-service journeys, ideally within a regulated financial services environment.
• Proven ability to lead analysis activity, shape delivery approaches and support other analysts through direction, coaching and constructive challenge.
• Confident using a range of business analysis techniques, tools and standards, including workshop facilitation, process modelling, journey mapping, requirements elicitation and backlog refinement.
• Able to translate complex business, customer and technical needs into clear, actionable outputs for both technical and non-technical audiences.
• Strong stakeholder management and communication skills, with the ability to build effective relationships, influence outcomes and challenge constructively.
• A customer-centric mindset, with an understanding of accessibility, usability, data privacy, security and regulatory considerations relevant to digital channels.
• A proactive, curious and delivery-focused approach, with the confidence to work across multiple priorities in a fast-paced agile environment.
• Awareness of the regulatory and governance considerations relevant to digital solutions within financial services, including Consumer Duty, data privacy, security and accessibility requirements.

About Royal London

We’re the UK’s largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.

Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.

We’ve always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance.

Inclusion, diversity and belonging

We’re an inclusive employer and welcome applications from people with different backgrounds, experiences and perspectives. We’re committed to creating a workplace where everyone feels valued, supported and able to thrive.