Business Analyst - Customer Complaints Transformation

Role Overview:

We are seeking an experienced Business Analyst to support a large‑scale regulatory remediation and customer complaints transformation programme. This role is end to end in nature, covering change analysis, requirements definition, process improvement, and business adoption.

The successful candidate will be a confident and engaging communicator, comfortable navigating ambiguity, shaping outcomes, and working closely with senior stakeholders and operational teams to drive meaningful change. A pragmatic mindset, strong influencing skills, and the ability to bring structure and clarity to complex problems are essential.

Key Responsibilities:

Change Analysis & Delivery

• Analyse current‑state processes, systems, and operating models to identify gaps, inefficiencies, 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.

Requirements Elicitation & Documentation

• Capture and validate business requirements, user stories, acceptance criteria, and non‑functional needs.

• Ensure requirements are traceable, testable, and aligned to approved change outcomes.

• Support solution design by providing business context and representing stakeholder needs.

Stakeholder Management & Communication

• Build strong relationships across multiple levels to gather input, resolve issues, and influence decisions.

• Present findings, options, and recommendations clearly and objectively.

• Support communication planning, training coordination, and stakeholder engagement activities.

Process & Operational Readiness

• Map end‑to‑end complaint handling processes, identify key control points, and ensure changes support regulatory, customer, and operational outcomes.

• Collaborate with operational teams to embed changes effectively.

• Contribute to test planning, UAT support, and validation of business outcomes.

Governance & Assurance

• Maintain high‑quality documentation including process maps, requirements packs, change logs, and decision records.

• Support RAID management, ensuring timely escalation and resolution of issues.

• Work with project and programme managers to ensure scope, timelines, and dependencies are well managed.