Business Analyst (Customer Journey)

Gentoo Group; Sunderland; Hybrid; GBP 44,000; Full time

Job summary

Join Gentoo Group as a Business Analyst in Sunderland and play a vital role in transforming customer and colleague experiences. With a focus on strategic transformation and operational improvements, you'll engage with diverse teams to deliver impactful business change. Enjoy flexible working arrangements and a comprehensive benefits package as you contribute to a meaningful mission in the community.

Benefits

31 days annual leave (plus bank holidays)

Early finish on Fridays

Flexible and hybrid working

Free Health Cash Plan

Access to private healthcare

Competitive pension scheme

Salary sacrifice electric vehicle scheme

Enhanced family-friendly leave

Life assurance cover

Qualifications

• Previous experience of working in a dedicated Business Analyst role, ideally within a highly regulated industry.
• Knowledge of analysing large datasets using tools such as Excel, SQL, or Power BI.
• Data-driven mindset and strong analytical skills.

Responsibilities

• Collaborate with stakeholders to identify and document business problems and opportunities.
• Redesign business processes and ensure all process scenarios are considered.
• Prepare and deliver reports and presentations to communicate findings.

Skills

Analytical thinking

Problem-solving

Communication

Stakeholder management

Data analysis

Education

Experience as a Business Analyst

Tools

Excel

SQL

Power BI

Job description

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We are a values-led, charitable organisation that provides more than 60,000 people in Sunderland with a place they can call home. We have a clear vision and a social purpose. We believe that everyone has the right to live in a good quality home that they can afford. We invest millions of ponds every year to keep our existing homes safe and descent. We also play our part in helping to deal with the UK housing crisis by building hundreds of new, modern homes to rent in Sunderland. We'd love for you to join us achieve our vision.

Salary

£43,323.00

Job Description

Gentoo is on an exciting journey to transform both our customer journey and our colleague experience. We are currently recruiting into our Business Improvement & Change function and are looking for experienced Business Analyst to join us and be part of a team that is central to delivering valuable business change.

As a Business Analyst, you will be a critical partner to all areas of the Group, bringing your expertise to both strategic transformation and day-to-day operational improvements. You will thrive on the challenges of change and enjoy the fast past of delivery. You will be at the forefront of driving meaningful impact identifying, scoping, and investigating business problems and opportunities to deliver real, measurable value.

The role is based in our Doxford Park, Sunderland head office. We know how important it is to have a great work-life balance; therefore, we offer flexible working arrangements, including a proportion of homeworking, in accordance with your role type and the needs of our business.

If you are passionate about making a difference and shaping the future of services for our customers and colleagues, wed love to hear from you.

The role is subject to a basic DBS paid for by Gentoo.

Key Responsibilities Include

• Collaborate with stakeholders to identify and clearly document business problems and opportunities.
• Assess and implement the most appropriate approach and tools as part of each project or initiative.
• Redesign business processes by documenting and analysing both current (as is) and future (to be) to enable the business to shape services that meet our customers, and business needs to support the creation of efficient, end-to-end (E2E) solutions.
• Support in the creation and development of user stories and capture business requirements.
• Ensure all process scenarios are considered, including both happy and unhappy paths, to build resilient solutions.
• Work closely with cross functional teams and facilitate discussions to gather insights to achieve overall goals.
• Prepare and deliver clear, insightful reports and presentations to communicate key findings and recommendations to key stakeholders.
• Support solution implementation by participating in user acceptance testing (UAT) to ensure business needs are met.
• Lead lessons learned and feedback sessions to continuously improve processes and future ways of working.
  
  

We Are Looking For You To Bring

• Previous experience of working in a dedicated Business Analyst role, ideally within a highly regulated industry.
• Strong analytical and problem-solving skills, with the ability to formulate strategies and solutions to complex issues.
• Data-driven mindset, with experience using data to uncover insights, support business cases and improve performance.
• Knowledge of analysing large datasets using tools such as Excel, SQL, or Power BI to identify trends and support decision-making.
• Robust knowledge of business analysis methodologies, frameworks, tools, and techniques.
• Excellent communications and engagement skills with a range of stakeholders, with the confidence to facilitate discussions, influence stakeholders, and drive decisions.
• Exceptional stakeholder management, with a proven ability to bridge the gap between operational and technical teams, aligning diverse perspectives into clear, actionable requirements.
  
  

Desirable

• Solid understanding of project management principles, with experience in delivery focused project environments and contributing to multiple project streams simultaneously.
• Ability to work on own initiative, prioritise delivery and plan workload accordingly.
• An awareness of change impacts to colleagues and customer journeys and touchpoints.
  
  

Some of our great benefits include;

• 31 days annual leave (plus bank holidays) with an option to purchase up to 5 additional days per year.
• Early finish on Fridays
• Flexible and hybrid working.
• Free Health Cash Plan, with cashback for dental, optical, physio, wellbeing therapies and more, with some free child cover.
• Access to private healthcare through the Health Cash Plan.
• Competitive Aviva pension scheme - Gentoo will contribute up to 10% based on your personal contribution.
• Salary sacrifice electric vehicle scheme
• Enhanced family-friendly leave
• Car mileage allowance if you use your personal vehicle for business purposes.
• Life assurance cover to the value of 3 times your annual salary
  
  

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Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Consulting

• Industries

  Operations Consulting

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