At a Glance
- Tasks: Analyse customer complaints and improve processes for a major transformation programme.
- Company: Join a leading firm focused on regulatory remediation and customer satisfaction.
- Benefits: Competitive salary, flexible working arrangements, and opportunities for professional growth.
- Other info: 6-month fixed-term role based in London with a hybrid working model.
- Why this job: Make a real difference in customer experience while developing your analytical skills.
- Qualifications: Experience in business analysis and managing customer complaints is essential.
The predicted salary is between 56059 - 68517 £ per year.
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.
Responsibilities:
- 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.
- 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.
- 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.
- 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.
- 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.
Requirements:
- Demonstrable experience as a Business Analyst delivering complex change initiatives, ideally within customer complaints, remediation, or conduct‑focused programmes.
- Proven experience managing customer complaints within banking, retail banking, consumer lending, or wider financial services environments.
- Strong experience working within the retail banking or consumer financial services domain.
- Proven ability to analyse processes, define requirements, and support end‑to‑end delivery.
- Excellent stakeholder management and communication skills.
- Experience with process mapping, requirements documentation, and workshop facilitation.
- Understanding of change management principles and business readiness activities.
- Strong organisational skills with the ability to manage competing priorities.
- For this role, a valid working permit for the UK is mandatory.
Conditions:
This is a 6 months fixed-term position located in London. Most of our clients now require a minimum of 3 days per week in the office, 2 days from home, and accordingly this is also the minimum expectation that Delta Capita require.
Business analyst in customer complaints in London employer: Delta Capita
Delta Capita is an exceptional employer, offering a dynamic work environment in the heart of London where innovation meets financial expertise. With a strong commitment to employee growth, we provide mentorship opportunities and foster a collaborative culture that encourages creativity and problem-solving. Our focus on diversity and inclusion ensures that every team member feels valued, while our hybrid working model offers flexibility to balance professional and personal commitments.
StudySmarter Expert Advice🤫
We think this is how you could land Business analyst in customer complaints in London
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We think you need these skills to ace Business analyst in customer complaints in London
Some tips for your application 🫡
Show Off Your Data Skills:In business intelligence, it's crucial to highlight your analytical skills and experience with data tools. Make sure your CV showcases any relevant software you’ve used, like SQL, Tableau, or Power BI. Add specific examples of how you've used data to drive insights or improvements in previous roles, even if they were in academic projects or internships.
Keep it Concise and Impactful:For a temporary role like this, hiring managers often have limited time to sift through applications. Get straight to the point in your CV and cover letter. Use bullet points for your achievements, showcasing the impact you've made, like percentage increases in efficiency or specific results from your analyses.
Flexibility is Key:Since this is a temporary position, make sure to emphasise your adaptability. Mention your quick learning abilities and experiences where you adapted to new tools or processes rapidly. This will show that you can jump in and start contributing effectively from day one at Delta Capita.
Craft a Tailored Motivation Statement:In your cover letter, focus on why you’re excited about this temporary role at Delta Capita. Talk about your interest in business intelligence and how this position aligns with your career goals. Remember, it’s not just about what you can offer, but why you’re passionate about becoming part of their team, even for a short time!
How to prepare for a job interview at Delta Capita
✨Brush Up on Your Data Skills
For a business intelligence role, you'll want to showcase your analytical skills and familiarity with data visualisation tools like Tableau or Power BI. Be ready to tackle technical questions or case studies demonstrating your ability to interpret data and make insightful recommendations.
✨Plan Your Portfolio of Projects
Since this is a temporary position, we should highlight any past projects you've worked on in business intelligence. Prepare a portfolio that includes a couple of key pieces where you've effectively utilised data to drive decisions—this will show that you're not just a quick fix but someone who can deliver immediate value.
✨Demonstrate Your Adaptability
Temporary roles often require us to hit the ground running, so be ready to discuss how you quickly adapt to new tools, teams, and environments. Share specific examples from previous experiences where you thrived under pressure or had to learn a new system or process in a short time frame.
✨Have Your Metrics Ready
In business intelligence, quantifying your impact is key. Come prepared to share metrics from your past work: think percentages, growth figures, or efficiency improvements. This will really help us paint a picture of how your contributions directly benefited those previous roles.
