Business Change & Readiness Analyst

M&G; Stirling; Remote; GBP 40,000 - 55,000; Full time

Job summary

A financial services firm is seeking a Business Change & Readiness Analyst to enhance service experiences for customers. The role requires collaboration in managing business analysis and readiness activities, with at least 3 years of relevant experience. Key skills include strategic thinking, clear communication, and a strong attention to detail. This position offers flexible working arrangements.

Benefits

Flexible working arrangements

Diversity and inclusion initiatives

Support for disability applicants

Qualifications

• Minimum 3 years in customer service, preferably in financial services.
• Experience with business analysis or business readiness.
• Ability to support high-value projects and change programmes.

Responsibilities

• Collaborate to enhance control environments for customer outcomes.
• Conduct business analysis and strategic planning.
• Manage change and incident communication across teams.
• Interpret operational data for change discussions.
• Utilize AGILE methods for change delivery.
• Lead business readiness activities and manage UAT.

Skills

Customer service experience

Business analysis experience

Complex project support

Clear communication

Strategic thinking

Attention to detail

Conflict resolution

Job description

Overview

At M&G our purpose is to give everyone real confidence to put their money to work. As an international savings and investments business with roots stretching back more than 170 years, we offer a range of financial products and services through Asset Management, Life and Wealth. All three operating segments work together to deliver attractive financial outcomes for our clients, and superior shareholder returns. Through our behaviours of telling it like it is, owning it now, and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent. We will consider flexible working arrangements for any of our roles and also offer workplace accommodations to ensure you have what you need to effectively deliver in your role.

The Role: Business Change & Readiness Analyst

The Business Change and Readiness Analyst contributes to a positive environment which is focused entirely on delivering a great service experience to our customers and their advisers. The role will be responsible for working collaboratively in managing business analysis, impact assessment, planning and business readiness to implement change programmes and manage incident remediation successfully on behalf of the operations team. This could be as a product of regulatory, legislative, strategic or transformational change as well as through system incidents. Individual performance and service delivery is subject to M&G Prudential’s HR and people policies and is carried out within all policy, legislation and regulatory risk frameworks. The role is supporting the end to end change, readiness and business process life cycle within the operation which requires a working knowledge of the business operation and systems alongside change and readiness activities. They will need to partner with the operational leadership and other parts of the Wealth organisation. Team work, collaboration with colleagues and the role modelling of our behaviours are essential in performing within this role. Additionally, the role will be key in managing change, readiness and incident remediation risk on behalf of the business operations and post implementation review of all associated changes.

Main Responsibilities:

• To work collaboratively with colleagues and take personal accountability to maintain and enhance controls you are responsible for to support improvement of the overall control environment and customers outcomes
• Business analysis, strategic planning and readiness activities
• Change & Incident Management – communicating and managing the impact of change and system incidents across the operations teams, providing coaching and training where necessary
• Business analytics – ability to interpret operations data and insights to feed into change discussions
• Using tools and techniques to deliver change in an AGILE environment
• Support training design and execution
• Operational design, development and providing recommendations for improvement
• Business communications between the System Support & Readiness, Operational, Transformation and Incident Management teams alongside wider stakeholders
• Identification of operational risks and supporting solutions to mitigate
• Lead business readiness activity and manage operational elements of UAT

Key Knowledge, Skills & Experience

• At least 3-years’ experience of working in a customer service environment, preferably Financial Services
• At least 3-years’ experience of relevant business analysis or business readiness work
• Experience of supporting complex, diverse, ambiguous, cross-department high value projects and business change programmes
• Excellence in Execution – proactively seeks ways to improve personal and organisational effectiveness to meet current and future business needs
• Clear Communication Skills – a natural ability to explain complex information clearly and simply using excellent written and oral communication
• Thinks Strategically – takes a broad view of the business, industry and customer environment to anticipate and plan for the future
• Strong attention to detail
• Approachable and effective at building strong team relationships with experience of resolving conflict, influencing and relationship management at senior levels of the organisation
• Probing and testing to understand and resolve needs
• Self-learner – will proactively use the tools provided to improve knowledge and search for information
• Critical thinking and strong problem-solving abilities

Work Level : Experienced Colleague

Recruiter: Phoebe Ewers

Location: Homebased UK, London, Stirling

Closing Date : 15 October 2025

We have a diverse workforce and an inclusive culture at M&G plc, underpinned by our policies and our employee-led networks who provide networking opportunities, advice and support for the diverse communities our colleagues represent. Regardless of gender, ethnicity, age, sexual orientation, nationality, disability or long term condition, we are looking to attract, promote and retain exceptional people. We also welcome those who take part in military service and those returning from career breaks.

M&G is also proud to be a Disability Confident Leader, and we welcome applications from candidates with long-term health conditions, disabilities, or neuro-divergent conditions. Being a Disability Confident Leader means that candidates who meet the minimum criteria of a job, will be offered an interview if they opt in to the scheme when applying.

If you need assistance or an alternative means of applying for a role due to a disability or additional need, please let us know by contacting us at: [e-mail]