Customer Business Analyst

Cytora; Warmley; Hybrid; GBP 60,000 - 85,000; Full time

Benefits offered by this job

Flexible working

Remote options

Development budget

Company retreats

Mission-driven culture

Job summary

Cytora, now an Applied Systems company, is seeking a Customer Business Analyst to join the Customer Success team. You’ll work at the intersection of AI and insurance, collaborating with diverse stakeholders to drive meaningful outcomes and provide real ownership of projects.

You’ll lead client workshops, translate business needs into clear requirements, and help design AI-driven workflows while partnering with engineering and product teams. Flexibility across London or remote work is supported.

Qualifications

• Proven Business Analysis experience in insurance (underwriting, claims, policy admin, or distribution)
• Ability to run client-facing workshops and influence senior stakeholders
• Hands-on experience with AI tools, prompt engineering, and AI-assisted workflows
• Strong written and verbal communication

Responsibilities

• Participate in sprint planning and backlog refinement under Delivery Manager
• Lead client discovery workshops and identify value opportunities
• Translate business needs into clear requirements and user stories
• Identify data inputs and system integration touchpoints early
• Manage analytical reporting of product performance using Thoughtspot
• Design AI-driven workflows and prompt strategies
• Improve BA practices with AI automation and faster documentation
• Own test strategy, acceptance criteria, and UAT for end-to-end flows
• Collaborate with agile delivery teams on priorities, risks and dependencies

Skills

Client workshops

Stakeholder management

Requirements gathering

AI tools & prompt engineering

Data storytelling

Tools

Thoughtspot

Job description

Shape the Industry and Your Career

At Cytora, now an Applied Systems company, our AI-powered platform is reshaping how insurers and brokers connect, decide, and grow across the global insurance ecosystem. We move fast, think big, and build things that matter. If you’re energized by meaningful innovation and want to shape what’s next in Insurtech, this is where that work happens.

The Role at a Glance

Role: Customer Business Analyst

Team: Customer Success

Location: [London / Remote]

This role is aligned to our hub locations. While we’re especially interested in candidates in or near these areas, we welcome applications from outside of these locations as well.

Position Overview

We’re looking for a Customer Business Analyst to join our Customer Success Team and help drive meaningful outcomes at the intersection of AI and insurance. You’ll collaborate with people who bring diverse perspectives, challenge each other to think bigger, and move together toward shared goals. Here, you’ll have real ownership, real problems to solve, and a team that’s genuinely invested in your growth.

What You’ll Do

• Work day-to-day within the client delivery team under the coordination of the Delivery Manager, contributing to sprint planning, backlog refinement, and risk identification.
• Lead client discovery workshops, challenge existing processes, and identify opportunities for Cytora to add value to the end user.
• Translate client business needs into clear requirements, user stories, and process designs that support and direct conversations with engineering and product teams.
• Identify data inputs, system integration touchpoints, and exception scenarios early in the design lifecycle.
• Manage extensive and in depth analytical reporting of product performance, utilising tools such as Thoughtspot.
• Design and optimise AI-driven workflows, including prompt strategies and efficient analytical reporting.
• Continuously identify opportunities to improve BA practice efficiency through AI — including automating repetitive analysis tasks, accelerating documentation and enhancing insight generation.
• Ensure solution quality through test strategy ownership, acceptance criteria, UAT leadership - covering end-to-end scenarios, edge cases, and compliance-sensitive flows, and AI output validation.
• Collaborate within agile delivery teams to manage priorities, risks, and dependencies.
• Drive continuous improvement by monitoring live solutions and enhancing performance through iteration.

What We’re Looking For

If this role sounds like the right next move, we’d love to hear from you. You might bring:

• Proven Business Analysis experience, with meaningful exposure to the insurance sector (underwriting, claims, policy administration, or distribution)
• Proven ability to run client‑facing workshops and influence senior stakeholders — including the confidence to challenge established thinking constructively
• Practical, hands‑on experience with AI tools — including prompt engineering, building AI‑assisted workflows, and a clear understanding of LLM behaviour and limitations
• High standard of written and verbal communication.

Bonus points if you also have:

• Multilingual skills: Fluency in English, and the ability to write and speak multiple languages would be advantageous

Why Cytora

We’re building the future of insurance and we’re doing it together. At Cytora, now an Applied Systems company, we’re driven by a shared mission to transform the industry through AI-powered solutions that deliver smarter decisions, stronger connections, and better outcomes.

We build a culture that sees you not just your output. You’re a teammate and you matter here. We draw on the full range of our team’s backgrounds and experiences because that diversity is what makes our thinking stronger and our products better.

We believe flexibility fuels performance. Whether remote, hybrid, or in-office, we empower our teams to work in ways that work best for them.

Here’s what you can expect when you join us:

• Competitive salary
• Flexible working and remote options
• Professional development budget & conference access
• Annual company retreats
• A mission-driven culture that puts people first

Learn more about the people behind our products at about-careers.

AI Utilization

We leverage AI tools to streamline parts of our recruitment workflow (such as resume parsing and interview scheduling). However, candidate screening, interviews, and final decisions are always conducted by real humans.

EEO Statement

Applied Systems is proud to be an Equal Employment Opportunity Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don’t discriminate, and we are committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sex, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law.

#LI-Hybrid