Business Analyst in Twickenham

Working at the RFU means being part of the ‘bigger picture’ at England Rugby: to be rooted in our purpose, which is to enrich lives, introduce more people to rugby union & develop the sport for future generations. If our purpose resonates with you, and you recognise the value that sport can bring to people’s lives, we’d love to work with you.

An opportunity has arisen for a Business Analyst to join our Technology team.

The Role:

It’s an exciting time at the RFU, with several strategic programmes underway to transform the digital experience for volunteers, players and fans, while supporting the growth of rugby across the community. This role will sit within the Digital Product team, part of the wider Digital Technology function. Working closely with Product Managers, Solution Architects, Delivery Managers and a broad range of stakeholders, you will help shape and deliver solutions that solve real business problems and support the RFU's strategic objectives. You will lead requirements gathering, process mapping and business analysis activities across a varied portfolio of initiatives, ensuring we clearly understand stakeholder needs, identify opportunities for improvement, and define the right solutions.

The role will play a key part in translating business strategy into actionable requirements and ensuring the products and platforms we deliver create tangible value for our users and the organisation. Whilst we operate as a cross-functional team across multiple domains, this role will primarily align to our Follow pillar, supporting our ambition to grow a passionate fanbase, increase audience engagement and deepen relationships with supporters.

You can expect to work on initiatives such as:

• Partnering with Marketing and Premium Sales teams, understanding evolving business needs and shaping enhancements to our MarTech platforms (Salesforce, Monterosa) that enable more personalised and effective engagement with fans.
• Scaling Single Sign On across our digital estate, identifying business requirements, user journeys and barriers to create a more seamless experience for supporters.
• Supporting the transformation of customer services, working closely with operational teams to embed new telephony capabilities that improve service quality and efficiency.

In this role, you'll have the opportunity to influence strategic initiatives from discovery through to delivery, helping to create digital experiences that connect more people with rugby and strengthen engagement across the game.

Responsibilities:

• Lead the capture, analysis, documentation and management of business & functional requirements, ensuring initiatives align to strategic objectives and deliver value to the RFU and its stakeholders.
• Analyse business processes, user journeys and pain points, translating business needs into clear requirements, recommendations and opportunities for improvement.
• Work with stakeholders across the RFU to identify opportunities to improve processes, technology, customer experiences and ways of working.
• Partner with Product Managers, Architects and Delivery Managers to understand user and business needs, define success measures and shape solutions that deliver customer and business value.
• Facilitate workshops, discovery activities and stakeholder engagement sessions to build a shared understanding of business problems, opportunities and desired outcomes.
• Build trusted relationships across the organisation, effectively influencing stakeholders and driving consensus around priorities, requirements and proposed solutions.
• Support business change initiatives through impact assessment, business readiness, testing and implementation activities.
• Define test scripts, acceptance criteria, coordinating User Acceptance Testing and validating that delivered solutions meet business requirements.
• Contribute to the continuous improvement of business analysis practices, artefacts and ways of working across the Digital Product and wider Digital Technology teams.
• Actively collaborate with colleagues to contribute to the development and delivery of the current strategic, business and operational plans.
• Act as an ambassador for, and promote the best interests of the RFU, including the promotion of our culture and core values – This Rose Means Everyone: Put The Team First, Shape The Future, Respect Each Other.
• Undertake other duties as may be required from time to time as are consistent with the responsibilities of the post and the needs of the organisation.

Qualifications, Skills & Experience:

The skills and attributes outlined in this description are not exhaustive and we welcome candidates who can bring different relevant experiences to the role.

Essential:

• Experience gathering, analysing and documenting high-quality business requirements in complex environments.
• Strong stakeholder management skills, with the ability to influence, challenge and build effective relationships at all levels.
• Confident communicator, able to translate complex business and technical concepts into simple, actionable outcomes.
• Demonstrated ability to work collaboratively within cross-functional teams.
• Experience facilitating workshops, requirements gathering sessions and stakeholder engagement activities.
• Experience defining acceptance criteria and supporting User Acceptance Testing (UAT).
• Knowledge of project and product delivery lifecycles, including Agile and hybrid delivery approaches.
• Business change management experience.
• Strong analytical and problem-solving skills, with the confidence to question assumptions and challenge the "why".
• Strong Atlassian suite skills (Jira and Confluence).
• Committed to embodying the ethos our culture by using our three core values – Put The Team First, Shape The Future, Respect Each Other – to guide your day-to-day decisions, actions and interactions.
• Committed to actively contributing and building an inclusive culture in your role and day to day behaviours.

Desirable:

• Experience working with customer engagement, CRM or Marketing Technology platforms, such as Salesforce Marketing Cloud.
• Experience working with customer service or contact centre technologies and business processes.
• An understanding of community rugby, sport’s governing bodies, or fan engagement products.
• An interest in technology and digital products, with the potential to grow into broader leadership or strategic business analysis responsibilities.
• Professional Business Analysis qualifications (e.g. BCS).

Interview Process:

• First round screening | Explore experience, capabilities and motivation for the role | 45 Mins
• Practical case study and presentation | 60 to 90 mins
• Panel: Members of the team you’ll be working with (Delivery Managers, Architects, Product Managers and relevant business stakeholders)
• You’ll be provided with a business scenario, which you will present a response to; we’re looking to understand your approach to Analytical and critical thinking, Requirements gathering and business analysis techniques, Stakeholder management and facilitation skills, Communication and presentation abilities.
• Final Panel Round | Values and Competencies | 60 Minutes
• Panel: Members of the Tech Leadership Team e.g. Heads of Delivery, Arch, Service and Product
• This will be a competencies and values interview.
• We will then move to offer!

Additional Information:

All role holders must maintain an appropriate standard of confidentiality. Any disclosures of confidential information (including personal information kept on computer or other media) made unlawfully outside the proper course of duty will be treated as a serious disciplinary offence. We want you to have every opportunity to demonstrate your skills, ability and potential. If there is anything we could do to support you through your application or to provide the best environment for your interviews, including assistance or adjustment, please reach out to recruitment@rfu.com.

During your application, we will ask questions about your identity. This information is considered highly confidential and will not be seen by hiring managers.