Business Analyst - Service Strategy and Optimisation

Arbuthnot Latham has been associated with banking since 1833. We combine private and commercial banking, wealth planning and investment management. We believe in traditional relationship and service-led banking powered by modern technology.

Job Purpose: The Business Analyst (BA), Service Strategy and Optimisation will play a critical role in defining and enabling exceptional client service and operational excellence through business process and technology change. The BA will identify, define, and enable change within our Banking Systems, processes, and Platforms. By collecting, analysing, and interpreting data from various sources, the BA will support the Digital Transformation Roadmap and project portfolio. To succeed, the BA will need to build a deep understanding of Arbuthnot Latham’s operating model (People, Process, and Technology). They will work on agreed initiatives, document client-focused business requirements and capture changes to our client journey and experience. The BA will be at the forefront of driving positive change, ensuring our Platform evolves to meet the needs of our clients and colleagues. Where applicable, you will place the interests of customers at the centre of all activities, act in a way that is consistent with achieving good outcomes for consumers; and to comply with the FCA and PRA's Conduct Rules.

Key Responsibilities:

• The Business Analyst (BA), Service Strategy and Optimisation will work closely with colleagues across the business to understand the needs of each team and client persona in relation to specific business problems or potential changes/transformation.
• Crafting the Client Service Strategy: Aid the Head of SSO in creating and delivering a comprehensive Client Service Excellence Strategy.
• Client Journey Mapping: Be responsible for maintaining and updating our existing client journey maps and service blueprints.
• Gathering, Identifying, and Documenting Business Requirements: This involves facilitating both virtual and face-to-face interviews, focus groups, and workshops with a range of business stakeholders.
• Providing Options and Impact Assessments: Evaluate a range of potential operating model design solutions and decisions, fully documenting the benefits, limitations, and associated risks.
• Documentation and Analysis of Existing Business and Operational Processes: Identify gaps and improvements in client journeys and define an improved future state.
• Data Analysis and Visualization: Utilise relevant Management Information (MI), data analysis, and visualisation skills to empower key forums and decision-makers.
• Input into the Development of the Bank’s Change Capability: Actively contribute to the Change Management Community practice area.
• Continuous Learning and Best Practices: Ensure that knowledge remains up-to-date and reflective of both internal and industry best practices.
• Collaboration: Work closely with internal teams and external partners, acting as a ‘translator’ to bridge business needs and technology capabilities.

Knowledge/Experience/Skills:

• Comprehensive Understanding of the Financial Services Industry: Wealth Management, Private Banking & Commercial Banking.
• Familiarity with Financial Services Regulations: Including GDPR/Data Protection, Vulnerable Clients, and related compliance requirements.
• Experience with Fintech Systems: Understanding or experience with Core Banking systems, client-facing banking platforms, investment platforms, and CRM systems.
• Proficiency in Business Analysis Techniques: Adept at applying key Business Analysis tools and methodologies.
• Data Analysis Competence: Knowledge of data analytics and proficiency in using tools for data analysis and visualisation.
• Change and Transformation Exposure: Significant experience working within a change and transformation environment.
• Demonstrated Success in Similar BA Roles: Evidence of ability to undertake all core Business Analyst responsibilities.
• Self-Starter and Collaborative Team Player: The ability to work independently while also contributing effectively within a team.
• Strong Problem-Solving Skills: Ability to think on your feet and provide realistic solutions for complex business challenges.
• Attention to Detail and Deadline-Driven Approach: A detail-oriented mindset for tasks and a commitment to meeting deliverable deadlines.
• Capacity to Manage Multiple Projects Under Pressure: Capable of handling multiple projects simultaneously.
• Client Journeys Documentation: Experience in documenting end-to-end client journeys and service blueprints is desirable.
• Communication Skills: Strong verbal and written communication skills are essential for effective collaboration with stakeholders and developers.
• User Experience (UX): An awareness of user-centric design principles is crucial for enhancing customer experience.
• Problem-Solving and Critical Thinking: Ability to analyse complex problems, identify solutions, and make informed decisions is vital.
• Business Case Development: Experience in constructing compelling business cases for proposed changes is beneficial.
• Proficiency in Microsoft Office: Strong familiarity with Microsoft Office tools, particularly PowerPoint, is necessary for effective communication and documentation.

Qualifications:

Arbuthnot Latham is committed to equal-opportunities for all staff and candidates. We embrace inclusion & diversity and understand why they are critical for the success of our business and people.

Competitive salary, pension & holiday allowance, BUPA Health cover, 4x Life Assurance, Discretionary bonus, Market leading maternity/paternity and menopause policies.

Data Privacy and Reasonable adjustments: Please let us know of any adjustments or arrangements that you may need to help you apply to this role or that will help you during the recruitment process.