Senior Business Analyst - Conversational Agent

About the Opportunity

Job Type: Permanent

Application Deadline: 10 June 2026

Department: Enterprise Service Management

Location: UK

Reports To: Global Digital Employee Experience Lead

Level: 4

We are proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together - and supporting each other - worldwide. So, join our team and feel like you are part of something bigger.

About your team

The Technology function provides IT services to the Fidelity International business globally. These include the development and support of business applications that underpin our revenue, operational, compliance, finance and customer service functions. Enterprise Infrastructure Services are responsible for the day to day running of Fidelity’s IT solutions and services. We provide secure, reliable and accessible infrastructure on a global scale enabling employees (and customers) to work flexibly and dynamically whilst feeling supported and secure.

Enterprise Service Management (ESM) is responsible for orchestrating the consistent, efficient, and secure delivery of internal services across Technology and other corporate functions. In a financial services organisation - where regulatory scrutiny, operational resilience, and cost efficiency are critical - ESM acts as the connective layer that standardises service delivery, enhances employee experience, reduces risk, and accelerates organisational productivity.

About your role

The Digital Employee Experience Senior Business Analyst will shape and deliver an intelligent and innovative digital engagement layer, providing a single, AI-powered front-door for Fidelity’s employees to complete day-to-day tasks, and engage with organisational information, processes, and resources. This role aims to transform how employees engage with tasks and processes, placing AI‑powered, data‑driven, outcome‑focused experiences at the core. The role will work within a Scrum team, supporting the Digital Employee Experience Product Owner, and acting as a proxy for the Product Owner where required, with a focus on delivering incremental value at pace, while capitalising on new technologies. Following product management best practice, the role will tightly link employee needs, data insights, technology capabilities, and measurable business outcomes.

Product Delivery and Business Analysis

• Within the Agile Scrum team, support the Digital Employee Experience Product Owner in driving and delivering towards the vision, roadmap, and prioritised backlog for the conversational AI engagement layer.
• Capture requirements and use cases for the Product, analyse dependencies, define processes, and unclear blockers where needed to unlock development of the Product at pace.
• Ensure technical delivery and prioritisation aligns closely to the product strategy, value propositions, and success measures, supporting the Digital Employee Experience Strategy and wider organisational priorities.
• Balance short‑term delivery and value with longer‑term platform evolution, scalability, and product health.

AI‑First Experience Design

• Shape a product that embeds AI as the default interaction model, leveraging conversational AI, agent orchestration, automation, and content intelligence to reduce friction in employee journeys, shift work from humans to AI where appropriate, and support overall pace of process completion across the organisation.
• Drive effective AI product development, anticipating the risks and dependencies to create an effective AI ecosystem, and supporting responsible and well-governed AI adoption at scale.
• Partner closely with Enterprise AI, Architecture, vendors, and other stakeholders to ensure secure, scalable, enterprise‑grade AI adoption within the engagement layer.

Data‑Driven Transformation

• Use quantitative and qualitative data (experience signals, usage analytics, feedback, journey metrics) to identify friction and unmet employee needs, drive prioritisation decisions, and demonstrate measurable improvements in productivity, satisfaction, and effort reduction.
• Translate complex insight into clear product decisions, trade‑offs, and outcome narratives for senior stakeholders.

Stakeholder Leadership & Alignment

• Build strong, trusted relationships across Technology, Architecture, HR, Communications, Corporate Property Services, Risk, and other business units, to ensure clear alignment on priorities, shared accountability for outcomes, and consistent experience patterns across the firm.
• Work closely with teams managing underlying platforms which underpin the AI engagement layer (such as knowledge management platforms) to create integrated strategies, roadmaps, and consistency of DEX focus.
• Act as a strong, credible voice of the employee, anchoring decisions in evidence-based needs.

Planning, Decision Making & Scope

• Complete business analysis work packages, and make product and design decisions where appropriate, that influence cross‑functional delivery, investment prioritisation, and employee experience at scale.
• Resolve moderately complex problems through structured analysis, judgement, and risk assessment, escalating only when necessary.
• Balance competing demands while maintaining clear focus on outcome‑led delivery and strategic intent.

Success Measures

• Visible progress at pace towards a coherent, AI‑first employee engagement layer that becomes the natural front door to administrative task completion at Fidelity.
• Faster time‑to‑value for new DEX capabilities through improved business analysis, product and delivery discipline.
• Clear linkage between engagement layer improvements and productivity, service effectiveness, and employee confidence.

About You

• Proven experience as a Business Analyst or Product Owner for complex digital platforms, AI solutions, and/or employee‑facing products.
• Strong understanding of digital experience platforms, conversational and AI‑driven interfaces, and modern workplace and intranet ecosystems.
• Demonstrated ability to use data to drive decisions, prioritisation, and change.
• Hands‑on Agile practitioner with experience working in Scrum teams operating at pace.
• Confident communicator, able to align senior stakeholders while working deeply with delivery teams.
• Comfortable operating in ambiguity, with a bias toward action, learning, and continuous improvement.

Feel rewarded

For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team.

As an international financial services organisation, we are in-scope of international regulations in the way that we carry out our work. This position is involved in work that is regulated by the FCA and/or the PRA and their Individual Conduct Rules (COCON) apply to it, along with any other regulation. We provide training on COCON and how it affects our employees. More information about COCON can be found in the Employment Handbook.