Customer Transformation Business Analyst

ENWL; Preston; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Annual bonus scheme

Electric car scheme

25 days annual leave plus bank hols

Private healthcare

Employee discounts

Pension scheme

Development opportunities

Job summary

Electricity North West is recruiting a Customer Transformation Business Analyst for a 12-month maternity cover. You will lead a small BA team, govern analysis outputs and drive customer-focused change across transformation projects.

You will coach analysts, gather requirements, map journeys and deliver high-quality artefacts while collaborating with senior stakeholders to shape decisions and realise benefits.

Qualifications

• Significant experience in a Business Analysis role, including requirements elicitation, process mapping, task analysis and translating business needs into effective solutions.
• Experience supporting business change, service improvement and technology-enabled transformation programmes.
• Strong understanding of business processes and service delivery, with the ability to identify, evaluate and implement improvement opportunities.
• Excellent communication skills, with the ability to engage and influence a broad range of technical and non-technical stakeholders.
• Strong stakeholder management skills, including experience working with senior leaders to shape decisions and drive outcomes.
• Experience gathering, analysing and interpreting customer, business and operational insights to inform service improvements.
• Proven ability to produce high-quality business analysis artefacts, including requirements documentation, impact assessments, options appraisals and business cases.
• Experience translating high-level business requirements into detailed functional and non-functional requirements and supporting their delivery through to implementation.
• Understanding of business change delivery, including dependencies, risks, testing, implementation and benefits realisation.
• Experience facilitating workshops and collaborating with cross-functional teams to deliver change.
• Knowledge of business analysis tools, techniques and methodologies, and the ability to apply them appropriately to different scenarios.

Responsibilities

• Provide day-to-day leadership and support to a small Business Analysis team, ensuring delivery of high-quality outputs aligned to customer and transformation objectives.
• Coach and develop team members, building capability in customer-centred analysis, requirements gathering, journey mapping and service design.
• Manage team priorities and workload to ensure focus on agreed objectives and successful delivery.
• Assess ideas and improvement opportunities from users and stakeholders, developing impact assessments, options appraisals, risk evaluations and recommendations.
• Support the development of project mandates, business cases and other governance documentation.
• Gather, analyse and document business processes, capabilities, systems and requirements, working closely with business and technical stakeholders.
• Lead requirements elicitation and management activities, translating business needs into clear functional and non-functional requirements.
• Produce and maintain analysis deliverables, ensuring alignment with agreed standards, methodologies and best practice.
• Develop stakeholder engagement approaches and facilitate workshops, interviews and feedback sessions.
• Plan and support user acceptance testing, including test scenario development, execution and outcome review.
• Maintain process documentation and reusable knowledge assets, supporting continuous improvement and knowledge sharing.
• Support change implementation activities, including pilots, cutovers, issue management and post-implementation review.
• Contribute to the use of business analysis and process modelling tools and techniques to support service improvement.
• Manage relationships with third-party telephony suppliers, ensuring successful delivery of customer-focused change initiatives through effective requirements management, testing, financial oversight and stakeholder engagement.

Skills

Requirements elicitation

Process mapping

Stakeholder management

Workshop facilitation

Service design

BA artefacts

Impact assessments

Change delivery

Communication skills

Cross-functional collaboration

Job description

SP Electricity North West manages and invests in the power network that supplies electricity to the 2.4m homes and businesses across the North West. Our 2,400 colleagues manage the 13,000km of overhead lines, 44,000km of underground cables and thousands of electricity substations to keep power flowing and supporting green growth. We’re one of six distribution network operators in the UK and are regulated by Ofgem.

We’re proud that in December 2024 we were named Utility of the Year by Utility Week magazine who said we punched above our weight and used innovation to solve some of the industry’s most difficult challenges. Come and be part of our team and make a difference.

Now part of the Iberdrola and ScottishPower group, we’re collectively building smarter, greener electricity networks that will get Britain growing by investing in a better future, quicker.

A Fantastic Opportunity: Customer Transformation Business Analyst

This a 12 month Maternity Cover.

The Customer Transformation Business Analyst works with business stakeholders, colleagues, external partner organisations, and internal support teams to deliver solutions aligned with business strategies and needs. The role holder demonstrates informed knowledge of the business to resolve problems on an ongoing basis and possesses deep expertise in the business capabilities and product lines they support, alongside a detailed understanding of the directorate’s systems, processes, and operational landscape.

What you'll be doing:

• Provide day-to-day leadership and support to a small Business Analysis team, ensuring delivery of high-quality outputs aligned to customer and transformation objectives.
• Coach and develop team members, building capability in customer-centred analysis, requirements gathering, journey mapping and service design.
• Manage team priorities and workload to ensure focus on agreed objectives and successful delivery.
• Assess ideas and improvement opportunities from users and stakeholders, developing impact assessments, options appraisals, risk evaluations and recommendations.
• Support the development of project mandates, business cases and other governance documentation.
• Gather, analyse and document business processes, capabilities, systems and requirements, working closely with business and technical stakeholders.
• Lead requirements elicitation and management activities, translating business needs into clear functional and non-functional requirements.
• Produce and maintain analysis deliverables, ensuring alignment with agreed standards, methodologies and best practice.
• Develop stakeholder engagement approaches and facilitate workshops, interviews and feedback sessions.
• Plan and support user acceptance testing, including test scenario development, execution and outcome review.
• Maintain process documentation and reusable knowledge assets, supporting continuous improvement and knowledge sharing.
• Support change implementation activities, including pilots, cutovers, issue management and post-implementation review.
• Contribute to the use of business analysis and process modelling tools and techniques to support service improvement.
• Manage relationships with third-party telephony suppliers, ensuring successful delivery of customer-focused change initiatives through effective requirements management, testing, financial oversight and stakeholder engagement.

What you'll need:

• Significant experience in a Business Analysis role, including requirements elicitation, process mapping, task analysis and translating business needs into effective solutions.
• Experience supporting business change, service improvement and technology-enabled transformation programmes.
• Strong understanding of business processes and service delivery, with the ability to identify, evaluate and implement improvement opportunities.
• Excellent communication skills, with the ability to engage and influence a broad range of technical and non-technical stakeholders.
• Strong stakeholder management skills, including experience working with senior leaders to shape decisions and drive outcomes.
• Experience gathering, analysing and interpreting customer, business and operational insights to inform service improvements.
• Proven ability to produce high-quality business analysis artefacts, including requirements documentation, impact assessments, options appraisals and business cases.
• Experience translating high-level business requirements into detailed functional and non-functional requirements and supporting their delivery through to implementation.
• Understanding of business change delivery, including dependencies, risks, testing, implementation and benefits realisation.
• Experience facilitating workshops and collaborating with cross-functional teams to deliver change.
• Knowledge of business analysis tools, techniques and methodologies, and the ability to apply them appropriately to different scenarios.

What we're offering:

We value your expertise. In return, you’ll receive:

• An annual bonus scheme
• Electric car scheme
• Twenty-five days annual leave plus bank holidays
• Private healthcare
• An employee rewards portal offering discounts on several well-known brands
• A market-leading contributory pension scheme
• Employee assistance programme and opportunity for professional development through our L&D function.

At Electricity North West, our people important to us and we’re passionate about creating a great place to work where we can all be ourselves, reach our full potential and build long lasting careers. We’re striving to increase diversity of thought and talent in our people and to recruit highly skilled workforce that’s representative of the communities we serve.