Ticketing & Retail Digital Business Analyst

Transport for Greater Manchester; Manchester; On-site; GBP 59,000 - 66,000; Full time

Job summary

A UK transport authority in Manchester is seeking a Digital Business Analyst to enhance digital ticketing solutions for millions of passengers. This pivotal role involves bridging business, customer, and technical aspects to improve user experiences. Key responsibilities include translating requirements into user stories, collaborating with product and UX teams, and supporting agile delivery. Candidates should have a proven background in business analysis and experience with tools like JIRA and Figma. The role offers a competitive salary of £59,989 – £65,336 annually and promotes flexible working options.

Benefits

28 days annual leave plus bank holidays

Free travel on buses across Greater Manchester

Local Government pension scheme

Enhanced family-friendly leave policies

Qualifications

• Proven Business Analysis experience in digital delivery in retail.
• Experience translating complex business requirements into digital solutions.
• Familiar with APIs, payment processors, and account-based ticketing systems.

Responsibilities

• Lead requirement gathering and map user journeys.
• Validate integrations and support quality assurance.
• Champion user-centred design and accessibility.

Skills

Strong analytical skills

Problem-solving skills

Stakeholder management

Requirements gathering

Agile delivery experience

Tools

JIRA

Confluence

Figma

Miro

Job description

Join Transport for Greater Manchester (TfGM) as a Ticketing & Retail Digital Business Analyst and help shape the future of digital ticketing for millions of passengers. This is a pivotal role at the heart of our Customer & Growth Ticketing directorate, based in Manchester.

As a Digital Business Analyst, you’ll bridge business, customer, and technical perspectives to deliver seamless digital retail experiences for ticketing. You’ll lead requirement gathering, map user journeys, and work with product, UX, and engineering teams to design and deliver intuitive purchasing and fulfilment solutions. Your work will ensure our digital ticketing services are reliable, accessible, and commercially effective, supporting both our customers and internal users.

Your Role

You’ll translate complex ticketing requirements into clear, testable user stories and specifications, collaborating across teams to deliver innovative digital solutions. You’ll validate integrations, support quality assurance, and champion user‑centred design and accessibility. Agile delivery is at the core of this role, with opportunities to drive continuous improvement and support organisational adoption of new digital products and features.

Essential Criteria

• Proven Business Analysis experience in digital delivery in retail and customer service‑related role
• Analyses business processes: assesses feasibility and recommends new approaches
• Strong analytical, requirements gathering, and problem‑solving skills
• Applies and monitors the use of modelling and analysis tools, methods, standards
• Experience working in agile digital delivery teams
• Excellent stakeholder management, communication, and documentation skills.
• Familiarity with tools such as JIRA, Confluence, Figma, Miro or similar.

For more info see Job Profile below.

Who are we?

This role sits in the Ticketing Team at TfGM in the Customer & Growth Directorate. We are a diverse, multi‑disciplined team driving forward significant change. You will work with a range of colleagues at all levels across TfGM and will report into the Ticketing Technical Specialist Architect.

What You’ll Bring

What you do and how you do it is important whatever type of role you work in at TfGM and even small behaviours and actions can have a really big impact. At TfGM, our behaviours bring to life our values of Deliver, Care and Adapt.

You’ll have experience translating business requirements into digital solutions, working with product, UX, and engineering teams, and managing agile delivery cycles. Familiarity with APIs, payment processors, and account‑based ticketing systems is essential, alongside a strong understanding of PCI DSS, GDPR, and accessibility standards. A user‑centred mindset and data‑driven approach are key.

What We Can Offer You

This is a permanent role and comes with a salary of £59,989 – £65,336 per annum depending on experience. This is comprised of base salary plus market factor supplement, (£47,539 – £52,886 + MFS £12,450, the market supplement is paid monthly and reviewed as required).

At TfGM we encourage candidates to discuss flexible working options at any stage of the recruitment process. We are happy to #talkflexibleworking to help colleagues maintain a healthy work life balance.

Our Benefits Include

• Generous annual leave starting at 28 days (plus bank holidays), increasing with service, with options to buy more.
• Free travel on buses across Greater Manchester, plus rail or Metrolink travel to and from work.
• Local Government defined pension scheme with life cover of 3x salary and options to boost your contributions.
• Enhanced family‑friendly leave policies, including those supporting fertility treatment, alongside flexible and hybrid working and a special leave policy to support a range of unexpected events. Please note that qualification criteria may apply, including a requirement to have been employed with the organisation for a minimum specified period of time.
• Discover more benefits including wellbeing support, Personal and Career Development, Flexible working, financial support and more on our website.

What's next?

To apply please submit your CV and complete your application ensuring that you provide clear examples against the criteria questions, all appointments will be based on merit. Our short‑listing process is anonymised, so please do not include your name or contact details on your CV. If any personal details are included these will be visible to the hiring manager.

We embrace AI to enhance our operations and to innovate our services. However, we value human talent and are looking for passionate individuals to join our organisation. Please ensure you personally complete your application and read all the instructions carefully to maximise your chances of success.

Applications that rely too heavily on AI may be rejected during shortlisting, however we understand that AI may be used as a reasonable adjustment, if using AI to support your application, please give a brief explanation why to help ensure fair selection process.

If you have completed the GM Elevate (Leadership Development) Programme, please indicate this within the About You or Supporting Statement section of your application.

Priority Recruitment Scheme for At Risk NHS GM Colleagues

If you are currently employed by a Greater Manchester NHS organisation and have been formally identified as at risk, please indicate this within your application for the role. If you select Yes and provide evidence that your experience meets the essential criteria described in the job advert and role profile, you will be guaranteed progression to the next assessment stage. Please ensure your application clearly demonstrates how you meet these essential requirements, as the guarantee only applies to candidates who meet them.

TfGM is proud to be an equal opportunities employer that encourages and celebrates diversity. We want to recruit and retain a workforce that reflects the communities we serve and welcome individuals from all backgrounds by committing to providing a fully inclusive and accessible recruitment process. We will offer support and reasonable adjustments if required and we also have a Guaranteed Assessment Scheme which you can find out more information on here.

For this opportunity, you must be able to prove you have the right to work in the UK – if in doubt please visit the following link Employers' right to work checklist – GOV.UK (www.gov.uk). Please note we are not a licensed sponsor.

Please note we may close the advert early if we receive a high volume of applications.

NOTE TO AGENCIES

We will be accepting direct applications only for this role. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral CV.