Senior Business Analyst: Customer Complaints Transformation

Delta Capita; Greater London; Ibrido; GBP 55.000 - 75.000; Tempo pieno

Descrizione del lavoro

Delta Capita is seeking an experienced Business Analyst to support a large-scale regulatory remediation and customer complaints transformation programme in London. The role is end-to-end, involving change analysis, requirements definition, process improvement, and business adoption.

You will work closely with senior stakeholders and operational teams, navigating ambiguity and driving clear, structured outcomes while supporting governance and assurance activities.

Competenze

• Demonstrable experience as a Business Analyst delivering complex change initiatives.
• Strong ability to analyse processes, define requirements and support end-to-end delivery.
• Excellent stakeholder management and communication skills.

Mansioni

• Analyze current-state processes, systems and operating models to identify gaps and improvement opportunities.
• Define future-state processes, workflows and business rules aligned to project outcomes.
• Support change impact assessments, readiness activities and business adoption planning.
• Facilitate workshops, interviews and sessions to gather insights and drive shared understanding.
• Map end-to-end complaint handling processes and ensure changes support regulatory and operational outcomes.
• Maintain high-quality documentation including process maps and requirements packs.

Conoscenze

Stakeholder management

Requirements elicitation

Process mapping

Workshop facilitation

Change analysis

Documentation

Descrizione del lavoro

Delta Capita is seeking an experienced Business Analyst to support a large-scale regulatory remediation and customer complaints transformation programme in London. The role is end-to-end, involving change analysis, requirements definition, process improvement, and business adoption.

You will work closely with senior stakeholders and operational teams, navigating ambiguity and driving clear, structured outcomes while supporting governance and assurance activities.