Position Title: Senior Business Analyst
Reports to: Head of Change UK & International
Location: London
Summary of Position:
The Senior Business Analyst is a vital member of our team, responsible for shaping the way our business designs and delivers services — from understanding customer and colleague needs through to defining, prioritising, and implementing solutions that improve the end-to-end experience. The role covers strategic operational initiatives across the business, working closely with senior stakeholders to translate strategic priorities into practical, well-designed change on the ground. It blends traditional business analysis rigour with a business and service design mindset: mapping journeys and touch points, understanding the systems and operating models that sit behind them, and translating insight into evidenced, deliverable solutions. The successful candidate is detail-oriented, data-driven, and genuinely curious about how people experience our services, with a strong understanding of business operations and a passion for driving positive, human-centred change.
Key Responsibilities & Accountabilities:
Strategic & Operational Initiatives:
- Support the design and delivery of strategic operational initiatives, working with senior stakeholders to translate strategic objectives into clear scope, requirements, and delivery plans.
- Analyse operating models and service delivery across the business to identify where strategic change will have the greatest impact, and build the business case to support it.
Discovery & Requirements Gathering:
- Collaborate with stakeholders, customers, and colleagues to understand needs, pain points, and desired outcomes across a service or business area.
- Translate qualitative insight and business needs into clear, actionable requirements, framed around the value they create for users and the business.
Journey Mapping & Service Design:
- Map current-state customer and colleague journeys, identifying moments that matter, pain points, and opportunities for improvement across the end-to-end service.
- Develop future-state journey maps and service blueprints that connect front-stage experience to back-stage processes, systems, and people.
- Facilitate co-design and design-thinking sessions with stakeholders and, where appropriate, end users, to test ideas and prototype improvements early and cheaply.
Data & Insight Analysis:
- Collect and analyse quantitative and qualitative data to identify trends, patterns, and root causes behind service and operational performance.
- Develop reports, dashboards, and visualisations that bring insight to life and support evidence-based decision-making, including for senior stakeholders.
Process & Business Architecture:
- Document current business processes and operating models, and identify areas for optimisation, simplification, or redesign.
- Propose process and service improvements that balance user experience, operational efficiency, and commercial outcomes, and support their implementation.
Solution Design:
- Work with technical, operations, and design teams to design and validate solutions that meet business requirements and improve the overall service experience.
- Create functional specifications and user stories, and collaborate in the development of new systems, services, or enhancements.
Stakeholder Communication:
- Maintain open, transparent communication with stakeholders across the business, including senior leadership, ensuring their needs are understood, represented, and addressed throughout the design and delivery process.
- Facilitate requirements workshops, journey mapping sessions, and design reviews.
Testing & Quality Assurance:
- Develop and execute test plans and test cases to ensure solutions are fit for purpose, both functionally and from a user experience perspective.
- Coordinate user acceptance testing (UAT) and gather structured feedback to validate that outcomes meet user and business needs.
Change Management:
- Support the change management process by assisting with user training, communications, and guidance during implementation, with a focus on adoption and experience.
Documentation & Reporting:
- Maintain comprehensive project and service design documentation, including journey maps, blueprints, and requirements artefacts.
- Prepare and present regular reports on project progress, findings, and service performance.
- Adhere to company and regulatory policies & procedures together with mandatory training requirements.
- Adhere to financial reporting requirements including monthly phasing of income.
Functional & Behavioural Competencies required:
- Strong analytical and problem-solving skills, with the ability to move fluidly between data, process, and human-centred perspectives.
- Proficiency in data analysis and the use of analysis and visualisation tools.
- Knowledge of business process modelling and improvement methodologies (e.g., BPMN, Six Sigma), and familiarity with service design tools and techniques (e.g., journey mapping, service blueprinting, personas, design thinking).
- Ability to work on strategic operational initiatives, translating high-level objectives into structured, deliverable plans.
- Excellent communication, facilitation, and presentation skills, with the ability to bring stakeholders and users into the design process.
- Ability to work collaboratively with cross-functional teams, including operations, technology, and design.
- Familiarity with project management methodologies.
- A user-centred mindset, with genuine curiosity about how customers and colleagues experience our services.
- Attention to detail and a commitment to delivering high-quality, well-evidenced outcomes.
- Strong organisational and time management abilities.
- Personally demonstrate the five BMS values and ensure that team members are aligned with these:
- We put clients first
- We work as one
- We find a way
- We sweat the details
- We take ownership
