Business Analyst – Home Services

About the Client

Our client is a leading organisation operating across Home Cover, Home Services, Energy and Utilities sectors, driving business and technology change to enhance customer journeys, operational excellence, and revenue assurance. The client is committed to delivering measurable business outcomes through customer‑centric transformation, process optimisation, and technology‑enabled service improvement.

Role Summary

We are seeking an experienced Business Analyst with 10+ years of business analysis and transformation experience across Home Cover, Home Services, Energy and Utilities domains. The role will support business and technology change across Order‑to‑Cash and Work‑to‑Cash processes, including customer journeys, appointment booking, field service operations, work order management, billing, payments, revenue assurance, exception handling and operational controls. The successful candidate will work closely with the client's business stakeholders, product owners, delivery teams, operations, finance, billing, contact centre and technology teams to define requirements, improve processes and enable measurable business outcomes.

Key Responsibilities

• Lead business analysis activities across Home Cover, Order‑to‑Cash and Work‑to‑Cash transformation initiatives.
• Engage the client's business stakeholders to understand strategic priorities, operational challenges, process gaps and customer experience pain points.
• Analyse end‑to‑end customer and operational journeys covering quote, cover setup, renewals, claims, appointments, service fulfilment, work order execution, job completion, billing, payments, collections, refunds and complaints.
• Document current‑state and future‑state processes, business requirements, functional requirements, user stories, acceptance criteria, business rules and process maps.
• Work with product owners, solution architects, developers, testers, data teams and third‑party suppliers to translate business needs into practical technology and process solutions.
• Support backlog refinement, sprint planning, solution design workshops, process walkthroughs, UAT preparation, defect triage and business readiness activities.
• Identify inefficiencies, failure demand, manual workarounds, revenue leakage, billing exceptions, rework drivers and control gaps across Work‑to‑Cash and Order‑to‑Cash processes.
• Support benefits definition, impact assessment, gap analysis, prioritisation, change readiness and adoption planning.
• Facilitate workshops, interviews, playback sessions and stakeholder reviews to validate requirements and proposed solutions.
• Provide clear communication between business and technology teams, ensuring requirements are complete, traceable and aligned to business outcomes.

Required Experience

• 10+ years of experience as a Business Analyst, Senior Business Analyst or Lead Business Analyst in business transformation, technology delivery or consulting environments.
• Strong domain experience in Energy and Utilities, Home Cover, Home Services, Insurance, customer operations, field services or regulated service environments.
• Hands‑on experience with Order‑to‑Cash and Work‑to‑Cash processes, including order capture, work order management, scheduling, dispatch, job completion, billing, invoicing, payments, collections, refunds, disputes and revenue assurance.
• Experience working with customer service, contact centre, claims, complaints, field operations, billing, finance, operations and technology teams.
• Proven experience in requirements elicitation, process mapping, gap analysis, data analysis, impact assessment, user story creation and acceptance criteria definition.
• Experience supporting Agile, Waterfall or hybrid delivery models, including sprint ceremonies, backlog management, testing and implementation readiness.
• Exposure to CRM, billing, claims, work management, field service, workflow, reporting or integration platforms.
• Experience working on customer journey improvement, operational efficiency, cost‑to‑serve reduction, automation, AI‑enabled service improvement or digital transformation initiatives is desirable.

Key Skills and Capabilities

• Strong business analysis, structured problem‑solving and analytical thinking skills.
• Excellent stakeholder management, facilitation, workshop leadership and communication skills.
• Ability to translate complex operational issues into clear requirements, process designs and delivery‑ready user stories.
• Strong understanding of customer operations, service operations, revenue operations and field‑service‑led environments.
• Ability to identify value drivers, operational KPIs, process controls, business risks and measurable outcomes.
• Comfortable working with senior business stakeholders as well as detailed operational and technology teams.
• Strong documentation skills, with the ability to produce process maps, requirements documents, functional specifications, decision logs, RAID inputs and executive‑ready summaries.
• Practical knowledge of Jira, Azure DevOps, Confluence, Visio, Miro, Lucidchart, Microsoft Office, SharePoint or similar delivery tools.

Qualifications and Certifications

• Bachelor's degree in Business, Technology, Information Systems, Engineering, Finance or a related discipline.
• Business Analysis certification such as BCS, IIBA CBAP / CCBA, PMI‑PBA or Agile BA would be advantageous.
• Agile, Scrum, Product Owner or SAFe certification would be desirable.

Working Model

This is a London‑based hybrid role. The candidate should be comfortable working remotely for the majority of the engagement while attending client workshops, team meetings, discovery sessions, planning events or key delivery milestones in London or other UK client locations as required.