Business analyst in customer complaints

Delta Capita; Greater London; Híbrido; GBP 60.000 - 80.000; Tempo integral

Resumo da vaga

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

The candidate will analyse current-state processes, define future-state workflows, facilitate workshops, capture requirements, and ensure traceability and testability.

Qualificações

• Demonstrable experience as a Business Analyst delivering complex change initiatives.
• Experience within customer complaints, remediation, or conduct-focused programmes.
• Strong stakeholder management and communication skills.
• Process mapping, requirements documentation, and workshop facilitation.
• Valid UK working permit is mandatory.

Responsabilidades

• Analyse current-state processes, systems, and operating models to identify gaps.
• Define future-state processes, workflows, and business rules.
• Support change impact assessments, readiness activities, and adoption planning.
• Facilitate workshops, interviews, and sessions to gather insights.
• Capture and validate business requirements, user stories, acceptance criteria.
• Ensure requirements are traceable, testable, and aligned to change outcomes.
• Support solution design with business context and stakeholder needs.
• Present findings, options, and recommendations clearly.
• Support RAID management, escalation of issues.
• Collaborate with operational teams to embed changes effectively.

Descrição da vaga

Описание:

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.

Задачи:

Analyse 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. 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. 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. 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. 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.

Требования:

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

Условия:

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