Business Analyst - Customer Complaints Transformation

Delta Capita; Greater London; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

Delta Capita is seeking an experienced Business Analyst to support a large-scale regulatory remediation and customer complaints transformation programme in London. The role is end-to-end, involving change analysis, requirements definition, process improvement, and business adoption.

You will work closely with senior stakeholders and operational teams, navigating ambiguity and driving clear, structured outcomes while supporting governance and assurance activities.

Qualifications

• Demonstrable experience as a Business Analyst delivering complex change initiatives.
• Strong ability to analyse processes, define requirements and support end-to-end delivery.
• Excellent stakeholder management and communication skills.

Responsibilities

• Analyze current-state processes, systems and operating models to identify gaps and improvement opportunities.
• Define future-state processes, workflows and business rules aligned to project outcomes.
• Support change impact assessments, readiness activities and business adoption planning.
• Facilitate workshops, interviews and sessions to gather insights and drive shared understanding.
• Map end-to-end complaint handling processes and ensure changes support regulatory and operational outcomes.
• Maintain high-quality documentation including process maps and requirements packs.

Skills

Stakeholder management

Requirements elicitation

Process mapping

Workshop facilitation

Change analysis

Documentation

Job description

Role Overview

We are seeking an experienced Business Analyst to support a large‑scale regulatory remediation and customer complaints transformation programme. This role is end to end in nature, covering change analysis, requirements definition, process improvement, and business adoption.

The successful candidate will be a confident and engaging communicator, comfortable navigating ambiguity, shaping outcomes, and working closely with senior stakeholders and operational teams to drive meaningful change. A pragmatic mindset, strong influencing skills, and the ability to bring structure and clarity to complex problems are essential.

Key Responsibilities

Change Analysis & Delivery

• Analyze current‑state processes, systems, and operating models to identify gaps, inefficiencies, and improvement opportunities.
• Define future‑state processes, workflows, and business rules aligned to project outcomes.
• Support change impact assessments, readiness activities, and business adoption planning.
• Facilitate workshops, interviews, and sessions to gather insights and drive shared understanding.

Requirements Elicitation & Documentation

• Capture and validate business requirements, user stories, acceptance criteria, and non‑functional needs.
• Ensure requirements are traceable, testable, and aligned to approved change outcomes.
• Support solution design by providing business context and representing stakeholder needs.

Stakeholder Management & Communication

• Build strong relationships across multiple levels to gather input, resolve issues, and influence decisions.
• Present findings, options, and recommendations clearly and objectively.
• Support communication planning, training coordination, and stakeholder engagement activities.

Process & Operational Readiness

• Map end‑to‑end complaint handling processes, identify key control points, and ensure changes support regulatory, customer, and operational outcomes.
• Collaborate with operational teams to embed changes effectively.
• Contribute to test planning, UAT support, and validation of business outcomes.

Governance & Assurance

• Maintain high‑quality documentation including process maps, requirements packs, change logs, and decision records.
• Support RAID management, ensuring timely escalation and resolution of issues.
• Work with project and programme managers to ensure scope, timelines, and dependencies are well managed.

Required Skills & Experience

• Demonstrable experience as a Business Analyst delivering complex change initiatives, ideally within customer complaints, remediation, or conduct‑focused programmes.
• Proven experience managing customer complaints within banking, retail banking, consumer lending, or wider financial services environments.
• Strong experience working within the retail banking or consumer financial services domain.
• Proven ability to analyse processes, define requirements, and support end‑to‑end delivery.
• Excellent stakeholder management and communication skills.
• Experience with process mapping, requirements documentation, and workshop facilitation.
• Understanding of change management principles and business readiness activities.
• Strong organisational skills with the ability to manage competing priorities.

How We Work

Delta Capita is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, colour, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. If you require any reasonable adjustments through your interview process, please use the designated space within the application questionnaire.

This is a 6 months fixed-term position located in London.

For this role, a valid working permit for the UK is mandatory.

Expectations regarding hybrid working

As we are a Service Provider and Consulting firm servicing clients, our policy for physically working from the office (which may be the clients' offices or our own offices depending on the client) aligns to what our clients' policies and expectations are and these vary. Most of our clients now require a minimum of 3 days per week in the office, 2 days from home, and accordingly this is also the minimum expectation that Delta Capita require.

Who We Are

Delta Capita Group (a member of the Prytek Group) is a global managed services, consulting, and solutions provider with a unique combination of experience in Financial Services and technology innovation capability. Our mission is to reinvent the financial services value chain providing technology based mutualized services for financial institutions for non-differentiating services.

Our 3 offerings are

• Managed Services
• Consulting & Solutions
• Technology