Business Analyst in Walsall

We are entering a new era of product at Echo. As the world’s water utilities seek to meet heightened expectations of service – from customers and industry regulators – and need to redefine citizens’ relationships with their most essential resource, we are on a mission to reimagine customer experience in water.

Our flagship billing technology – Aptumo – is designed specifically for water utilities, and native to the Salesforce ecosystem. We work with 40% of the UK water industry, key clients in Australia, and are designing for growth. We believe that Aptumo is the essential heartbeat of an essential industry transformation; human-led, technology enabled.

We are building a new Product Squad to drive innovation and enhancements, together with our clients. If you are passionate about transforming transactional service into meaningful relationships; designing for engagement and behaviour change; can straddle detailed process and big picture strategy, this is the role for you. We’re looking for change makers who want to make a difference, know how to collaborate, and can bring new ways of working to our business.

We want a design‑led BA to act as the bridge between business objectives, user needs, and technical feasibility. You will be embedded in a multi-disciplinary team, collaborating with UX, Engineering, SMEs and strategic partners. Travel for face-to-face workshops, research and design across the UK, as well as our HQ in Walsall to work with the wider Echo team is required. You will be given the opportunity to learn, grow, and innovate – working across global markets and with our strategic partners.

Your Responsibilities Will Be:

• Partner with User Researchers to understand behaviours, needs and motivations of users, leveraging research insights to help define solution scope.
• Analyse current business processes, constraints, risks and dependencies.
• Document business requirements, business rules, and decision logic, ensuring alignment with organisational goals.
• Work closely with UX to shape flows, journeys and service concepts.
• Create structured artefacts (process maps, journey maps, service blueprints, user stories, acceptance criteria) that link user insight to business value.
• Test early concepts with users and stakeholders, validating feasibility and aligning the solution with both user‑centric and organisational requirements.
• Develop a detailed knowledge of our product, demonstrate features to existing and potential clients and support new client engagements.
• Create and update documentation for new and existing functionality.
• Communicate effectively with clients and stakeholders of all levels.

What You’ll Need:

• At least 8 years BA/Service Design experience.
• Ability to demonstrate analytical skills: process analysis, identification of business constraints (KPIs, compliance, operational), and ability to map dependencies.
• Design-led skills: user-centred design techniques (personas, journeys, service blueprints), familiarity with design thinking.
• Facilitation skills: conduct stakeholder interviews and manage focus groups, workshops across business, design and technical teams, and strong communication skills to translate.
• Experience of creating functional specification documents and detailed acceptance criteria, and the ability to manage a feature through the end-to-end SDLC process through to client delivery, including client walk throughs and playbacks.
• Familiarity of both agile and waterfall software delivery methodologies.
• The ideal candidate will have previous exposure to water/utility industry, utility billing and/or Salesforce product ecosystem.
• Able to walkthrough requirements, demonstrate functionality and playback new functionality with clients.
• Good team player, ability to work effectively in a team environment, sharing knowledge and skills and developing productive working relationships.
• Focused and driven on achieving results and a drive to improve and continuously learn and develop.
• Experience of managing ambiguity and undertaking forward planning.
• Strong commercial focus and awareness.
• Ability to manage own time effectively and adhere to deadlines and manage multiple priorities of work simultaneously.

Preferred Qualifications:

• Degree level qualified or relevant equivalent qualification or experience.
• BCS or Agile BA qualification advantageous.
• Certified CBAP or ISEB qualification advantageous.
• Salesforce certifications desirable.

What You’ll Get In Return:

• A competitive salary.
• Pension scheme with employer contributions.
• 20 days holiday + bank holidays.
• A supportive and collaborative work environment where your ideas and contributions are highly valued.
• Mentorship and guidance from experienced professionals.
• 24/7 GP service.
• Access to premier benefits – store discounts.
• Employee Well-being programme.
• Free onsite parking.
• Onsite Gym.

Who We Are:

Part of the South Staffordshire group, Echo Managed Services is a leading provider of billing software and outsourced customer service solutions. We pride ourselves on delivering outstanding results for our clients and cultivating a culture of innovation and growth. Join our team and become part of a forward-thinking organisation that values collaboration, integrity, and continuous improvement.