Business Analyst - Customer Experience

Yorkshire Water; Leeds, Bradford; Hybrid; GBP 41,000 - 52,000; Full time

Job summary

A leading water service provider in the United Kingdom is seeking a Business Analyst – Customer Experience to join their Tech team. The role involves leading business analysis across multiple projects, ensuring clarity in requirements for IT solutions, and driving sustainable change. Candidates should have strong analytical skills, be proactive, and possess excellent relationship-building abilities. This permanent position offers a competitive salary between £41,031 - £51,289 and supports hybrid working arrangements.

Benefits

Competitive salary

Annual incentive related bonus

Attractive pension scheme

25 days annual leave plus bank holidays

Life assurance cover

Health cash plan scheme

Gym membership discounts

Qualifications

• Strong analytical and problem-solving skills.
• Natural curiosity to evaluate and interpret information.
• Ability to prioritise in a fast-paced environment.

Responsibilities

• Lead business analysis activities across multiple projects.
• Translate business needs into detailed specifications.
• Ensure thorough User Acceptance Testing.

Skills

Analytical skills

Relationship building

Proactive mindset

Problem-solving

Attention to detail

Education

Professional qualification in Business Analysis

Job description

Hello! Thanks for stopping by. Let us tell you about all the great reasons to join us here at Yorkshire Water:

• We offer a competitive salary, depending on experience (£41,031 - £51,289)
• Annual incentive related bonus (£1000 maximum bonus opportunity for the performance year)
• Attractive pension scheme (up to 12% company contribution)
• Development opportunities in line with the Business Analyst – Customer Experience progression plan
• 25 days annual leave plus bank holidays – plus an extra wellness day!
• Life assurance cover of 4 times pensionable salary
• A great benefits package – choose from health cash plan scheme, critical illness insurance, dental insurance, life assurance flex and partner cover.
• Retail savings scheme
• Online GP service, cycle to work scheme, gym membership discounts and many more!

Location

West Yorkshire / Hybrid Working (1-2 days in the office a week – Bradford then relocating to Leeds Summer 2026)

Work type

Permanent. 37 hours per week, Monday – Friday.

We have an exciting opportunity for a Business Analyst – Customer Experience to join the Tech team at Yorkshire Water and be a part of helping Yorkshire Water to provide the best service to our customers. Could this be you?

What we do

Everyone has an idea of what a water company does. Here in Yorkshire, we make sure that over 5.4 million people living in the region and the millions of people who visit our region each year, can rely on our services, and have clean and safe drinking water on tap and that their wastewater is taken away. But for us, it’s so much more than this. We look after communities, protect the environment, and plan to look after Yorkshire’s water, today, tomorrow 24/7, 365 days a year. We provide essential water and wastewater services to every corner of the Yorkshire region, and play a key role in the region’s health, wellbeing, and prosperity.

New environmental legislation, unprecedented levels of investment and changing expectations from customers means that this is an exciting time to discover opportunities within the water industry. The Technology function is a key part of how we plan to meet the changing expectations of customers and regulators.

We’re looking for a curious and driven Business Analyst who loves solving problems and turning ideas into reality. You’ll have strong analytical skills, great relationship building ability, and a proactive mindset. If you’re organised, creative, and passionate about delivering real business value, we’d love to hear from you!

Where you fit in

• Lead business analysis activities across multiple projects, producing clear and actionable requirements for IT solutions, including bespoke software, third‑party products, and cloud‑based services.
• Translate business needs into detailed specifications such as UI designs, data models, process changes, and interface designs.
• Apply best practice requirements engineering techniques, including elicitation, analysis, validation, documentation, and traceability.
• Use a range of elicitation methods such as interviews, workshops, and surveys to capture accurate requirements.
• Develop AS-IS and TO-BE process models, perform gap analysis, and support transition planning.
• Ensure thorough User Acceptance Testing and assist with related testing activities.
• Support delivery of solutions that meet business objectives and drive sustainable change.
• Work confidently with both Agile and Waterfall methodologies across all stages of the project lifecycle.
• Assist in building and maintaining a prioritised backlog of requirements and user stories.
• Break down epics and user stories into actionable units for development teams.
• Support Agile ceremonies and maintain physical/digital boards.
• Own and continuously improve the user story lifecycle, including Definition of Ready/Done.
• Collaborate with Product Owners, Delivery Managers, Scrum Masters, Technical Leads, and QA teams to achieve successful outcomes.
• Deliver functionality that supports business operations and process improvements.
• Secure stakeholder buy‑in through governance and sign‑off on requirements and testing.
• Resolve conflicting requirements by facilitating discussions between stakeholder groups.

What skills & qualifications you will need

• A natural curiosity and ability to dig deep collect, evaluate, and interpret information from multiple sources to uncover real user needs.
• Strong analytical and problem‑solving skills with a knack for turning complexity into clarity.
• Excellent relationship building skills, able to connect and collaborate effectively at all levels.
• Awareness of application technologies and how to harness them for business benefit.
• Ability to prioritise and deliver in a fast‑paced, ever‑changing environment.
• Highly organised with a sharp eye for detail.
• Proactive and driven someone who takes ownership and thrives on responsibility.
• Creative thinker with the confidence to challenge and innovate.
• Currently working towards a professional qualification in Business Analysis (e.g., BCS Business Analysis Certification/Diploma or relevant Agile qualifications) – desirable but not essential

Although we operate 24 hours a day, 365 days a year, it’s important to us that we support flexible working patterns and job share options (when we can), to help you make the best of both your work and home life. We know that juggling childcare responsibilities or getting that ideal work/life balance isn’t always easy!

Do we sound like your cup of tea?

If you’ve got experience in Business Analysis and want to help us deliver great service for our customers whilst looking after the environment, then be sure to apply today to find out what a career with Yorkshire Water can offer you.

If successful for the role, you will be required to undergo pre‑employment checks that will include a Basic Disclosure Check, carried out through a Third‑Party Company, prior to commencing employment. Depending on the role, you may also be required to go through the security vetting process for either a Counter Terrorist Check or Security Check clearance. All our roles are subject to a medical questionnaire, and further medicals when required.

We are committed to removing barriers and ensuring our recruitment process is accessible to everyone. We offer a range of adjustments to make your application experience as comfortable and straightforward as possible. If you have an accessibility need, disability, or condition that requires changes to the recruitment process, please include this information in your application. We will then discuss any reasonable adjustments required.

Kelda Group reserve the right to close this position before the published closing date, should the need occur. We therefore advise that you complete and submit your application as soon as possible.