Shape analysis activities in line with business priorities
Carry out root cause, data and impact analysis to support decision-making
Define current and future state processes and identify improvements
Collaborate with Product Owners, Architects, Service Designers and other partners to deliver end-to-end solutions
Ensure Customer Operations processes are accurately documented within the agreed framework
Support process owners in maintaining models, controls and documentation aligned to customer journeys
Work closely with teams across Customer Operations, Field Delivery, Customer Contact, Technology and external partners

Experience in transformation, change, continuous improvement or regulated/complex operational environments
Strong process skills, including process design, mapping, governance and improvement (Lean or similar is desirable)
Proven ability to deliver better outcomes through analysis, problem-solving and process optimisation
Business analysis experience, including requirements gathering and translating needs into practical solutions
Understanding of compliance, controls, audit and risk management in process environments
Ability to interpret customer data and insights to inform design decisions
Strong leadership, analytical skills and evidence-based decision making
Professional certifications (e.g. Business Analysis, Lean Six Sigma, Process Design) are desirable

Real project experience in a FTSE100 organisation
A dedicated mentor to help you build commercial skills
Flexible working and travel to office locations only when collaboration is needed
Access to our Employee Networks
A Buddy from our ExForces or Athlete communities

Business & Process Architecture Analyst

Key skills