Workflow Change & Implementation Analyst

Financial Conduct Authority; Leeds; Hybrid; GBP 52,000 - 62,000; Full time

Job summary

A leading UK regulatory body is looking for a Workflow Change & Implementation Analyst to enhance its Regulatory Case Management System. The role requires Salesforce knowledge and operational change experience while offering a hybrid working environment and competitive salary. This position supports the FCA's transition towards data-led practices, engaging with senior stakeholders on strategic projects and improving end-user experiences.

Benefits

25 days holiday plus bank holidays

Private healthcare with Bupa

Non-contributory Pension of at least 8%

Life assurance of eight times basic salary

Qualifications

• Experience of planning and prioritising operational change.
• Experience working with CRM Systems (e.g. Salesforce).
• Proven track record in a Product-led organisation.

Responsibilities

• Collaborate with stakeholders to define change scope.
• Manage rollout and scheduling for casework activity.
• Own the end-to-end user experience for CRM change.

Skills

Operational change planning

Stakeholder engagement

Business case development

Problem-solving

Salesforce experience

Tools

Salesforce

Job description

Workflow Change & Implementation Analyst

Division – Business Directed Change, Regulatory Case Management System

Salary - National (Edinburgh and Leeds) ranging from £52,400 to £61,800 and London £57,700 to £68,000 per annum (Salary offered will be based on skills and experience)

About the FCA

The FCA regulates the conduct of 45,000 firms in the UK to ensure our financial markets are honest, fair and competitive.

Across the FCA, we use Salesforce as our core regulatory case management platform. It sits at the heart of many of our critical regulatory workflows, with c.2500 users of the platform, and c.450,000 cases being managed a year.

We’re looking for a talented Implementation and change analyst to join the Business Directed Change (BDC) department in RCMS. The department leads strategic projects that accelerate the FCA’s ambition to become a more data-led and outcomes-focused regulator, supports business-led product ownership for technology enabled transformation, and provides Salesforce service and support to all FCA users.

This is a new role and the successful candidate will be joining at a time when the organisation is establishing new ways of working, where business and technical teams are better integrated to deliver transformation, innovation, and continuous improvement to our Case Management tools. They will have experience of working with Salesforce, demonstrate business change and communication skills, and have the capability to support implementation and change across the division, influencing stakeholders at all levels.

Responsibilities

• Collaborate with stakeholders to understand the impact of CRM system change and implementation requirements in the business. Design and facilitate workshops and engagement activities with stakeholders to define change scope, impact and support requirements
• Manage rollout, prioritisation, and scheduling for operational and technical change relating to casework activity; take a holistic view of all change activity to minimise impacts on end user
• Make implementation and change strategy recommendations to senior stakeholders
• Own the end-to-end user experience, minimising user effort and championing user centred design best practice
• Support end user adoption from design, delivery and implementation, including, training, comms, and user testing
• Manage the deployment process and timings of CRM system change, ensuring technical deployment and operational change schedules are aligned, prioritised, and effectively managed
• Co-ordinate activity of operational support teams (training, frameworks, risk, QA etc) enabling a smooth transition for end-users

What will you get from the role?

• Opportunity to develop a deep understanding of how the FCA and Supervision operate and apply cross-FCA standards of best practice to the delivery of digital products into SPC
• Opportunity to shape the future of our Regulatory Case Management service
• Be part of our new “digital agile” ways of working which will change how the FCA operates – this role is at the forefront of new business-led product ownership and agile disciplines
• Opportunities to engage with a range of senior stakeholders on high profile and strategically important programmes of work
• Opportunity to work in a collaborative, learning environment with a team of talented and motivated colleagues

Required Skills

We are a Disability Confident Employer; therefore, disabled people or individuals with long-term conditions who best meet the minimum criteria for a role will go through to the next stage of the recruitment process.

• Experience of planning and prioritising operational change, building change strategies and providing recommendations to senior stakeholders
• Experience of working closely with operational functions including training, policy, process, risk and compliance. leveraging the expertise of multiple operational teams to deliver change, and engaging with stakeholders at all levels
• Experience working across technical and operational teams to deliver technical change into operational implementation
• Previous experience in operational process implementation and embedding
• Proven track record of successful delivery and making good judgements, including under pressure, in a mature Product-led organisation
• Process improvement experience, including business case development.
• Experience of delivery within matrix teams
• Experience working with CRM Systems (e.g. Salesforce) products and on case workflows, with an understanding of systems and data architectures, and user centred design best practice.
• Excellent analysis and problem-solving skills with a solution-oriented mindset
• Intellectually curious and resilience, able to thrive in a changing environment
• Ability to interpret data and management information to communicate a clear story of its meaning

Benefits of working at the FCA

• 25 days holiday per year plus bank holidays
• Hybrid working (work from home up to 60% of your time)
• Private healthcare with Bupa
• A non-contributory Pension of at least 8% of basic salary each month
• Life assurance of eight times your basic salary
• Income protection

We welcome applications from candidates who are looking for flexible arrangements. Many of our staff work flexibly including working part-time, staggered hours, and job shares.

The FCA is an equal opportunities employer and welcomes applications from all sections of the community.