Business Analyst NEST Experience

Nest; City of Westminster; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading B2B company is seeking a Business Analyst to enhance experiences for employers and third-party providers in the UK pension ecosystem. This role involves shaping actionable requirements, mapping customer journeys, and collaborating with various teams to improve efficiency. Ideal candidates have experience in a regulated environment, service design skills, and proficiency in agile methodologies. The position offers a hybrid work model from Canary Wharf, London, with flexible hours and work options.

Qualifications

• Proven experience as a Business Analyst or similar role.
• Experience working in a regulated environment ideally pensions or financial services.
• Skilled in service design, UX, or customer journey mapping.

Responsibilities

• Shape the experience for employers and third-party connectors in the UK pension ecosystem.
• Work closely with product, UX/UI, and operations to map end-to-end journeys.
• Drive iterative improvements and identify friction.

Skills

Service design

Customer journey mapping

Requirements elicitation

Process modelling

Agile methodologies

Tools

Visio

Confluence

Jira

Job description

Join Nest as a Business Analyst in our B2B product team, where you’ll shape the experience for employers and the third‑party providers who power the UK’s pension ecosystem. You will turn proposition needs into clear, actionable requirements that enable smoother onboarding, cleaner data flows, and more efficient interactions between employers, payroll and accounting partners, and our strategic delivery partner. By working closely with product, UX/UI, service design, and operations, you will map end‑to‑end employer and connector journeys, identify friction, and drive iterative improvements that make complex pension administration simple. This role gives you a key impact on products used by thousands of organisations and a chance to transform how UK employers manage workplace pensions.

Flexible and agile working – everyone’s personal situation is different. To make the most out of hybrid working, we offer different ways of working, which include (subject to role requirements):

Working Hours and Flexibility

• Hybrid of office (Canary Wharf, London) and home working – there will be an expectation to attend the office, once or twice a week, or more, as required.
• Reduce or vary working hours.
• Reduce or vary the days worked.
• Work compressed hours.
• Job share.

About the Customer Experience Team

The Customer Experience team creates user‑focused experiences by combining product ownership, design thinking, and business insight. We shape the experience across all customer groups – members, employers, providers, and distribution partners – through various channels. We prioritise delivering value through continuous feedback from customers and colleagues. Prototypes and mock‑ups help us test ideas and refine experiences, while data guides our decisions and solution design. We focus on delivering meaningful, easy‑to‑use experiences for our members, employers, and partners, driven by a product‑led mindset. Customer Experience sits among a wider Customer team consisting of Propositions (B2B & B2C) and Brand and Marketing, where it is our role to bring our propositions and brand to life in our customer experience delivery. Alongside our internal teams we have a strategic delivery partner that provides our scheme administration services. This means the transactional engine, digital interfaces, back‑office processing and our customer contact support centre, as well as both collecting contributions and paying out benefits to our customers.

We have three teams within the Customer Experience team split across two product teams and a service design team. The product teams own the development of products and services in two key domains; our member (B2C) and employer & third‑party connectors (e.g. accounting, payroll providers through a B2B channel). Our service design team supports both product teams with design, and the evolution of our service design and driving our continuous evolution of our experience design.

Key Qualifications

• Proven experience as a Business Analyst or similar role.
• Experience working in a regulated environment (ideally pensions/financial services).
• Skilled in service design, UX, or customer journey mapping.
• Able to apply BA techniques: requirements elicitation, process modelling, user story creation.
• Experience working in multi‑disciplinary teams (design, tech, business).
• Proficient in agile methodologies and tools (Visio, Confluence, Jira or similar).
• Awareness of risk management and compliance and how to apply them.
• Familiarity with UX/UI tools, customer research and design thinking approaches.