Remote Business Analyst - Digital Channels & Telephony

EDF Energy; Greater London; Remote; GBP 41,000 - 50,000; Full time

Benefits offered by this job

Electric vehicle leasing

Gym discounts

Life assurance

Technology vouchers

Experience days

Job summary

EDF Energy is seeking an experienced Business Analyst to join the Channels team on a 12-month fixed-term contract, supporting delivery across customer-facing channels. The role is predominantly remote with occasional travel to Exeter, and involves working closely with a multidisciplinary team to translate requirements into clear solutions.

You will partner with stakeholders, developers and suppliers, shaping roadmaps and ensuring customer journeys stay central to delivery.

Qualifications

• Proven experience as a Business Analyst in technology, digital or customer-facing change.
• Strong requirements gathering, workshop facilitation and stakeholder management.
• Experience creating user stories, process maps, BRs and acceptance criteria; familiar with Jira/Confluence.
• Knowledge of Agile delivery and collaboration with development/engineering teams.
• Ability to map customer journeys and identify UX improvements.
• Experience in regulated industries (utilities, energy or telecoms) is beneficial.

Responsibilities

• Understand change requirements with business stakeholders and define priorities.
• Facilitate discovery sessions to capture detailed requirements and solutions.
• Support telephony, IVR, digital channels and CX improvement initiatives.
• Create high-quality user stories, requirements docs and development-ready tickets.
• Collaborate daily with engineers, developers, suppliers and product stakeholders.
• Support backlog management and Agile delivery processes.
• Investigate issues, assist defect resolution and manage change requests.
• Ensure solutions align with customer needs and future roadmaps.

Skills

Requirements gathering

Workshop facilitation

Stakeholder management

User stories

Process maps

Acceptance criteria

Jira

Confluence

Agile

Customer journeys

Tools

Jira

Confluence

Job description

EDF Energy is seeking an experienced Business Analyst to join the Channels team on a 12-month fixed-term contract, supporting delivery across customer-facing channels. The role is predominantly remote with occasional travel to Exeter, and involves working closely with a multidisciplinary team to translate requirements into clear solutions.

You will partner with stakeholders, developers and suppliers, shaping roadmaps and ensuring customer journeys stay central to delivery.