Business Analyst in Birmingham

Business Analyst

Department: Ops Hub

Employment Type: Full Time

Location: Birmingham, England, United Kingdom; Leeds, England, United Kingdom

Description

Contract type: Permanent

Hours: 37.5 / week

Salary: circa £50,000 depending on experience

Location: Birmingham (B2 5DB) OR Leeds (LS1 4HR)

WFH policy: Employees are required to attend the office 2 days/week

Flexible working: Variety of flexible work patterns subject to line manager discretion e.g. Compressed 9-day fortnight.

Reports to: Senior Operations Manager - Settlements Services

Deadline Note: We reserve the right to close the advert before the advertised deadline if there are a high volume of applications.

Role Summary: To provide dedicated business analysis capability within Services Assurance, enabling a structured, user-centred, and evidence-based approach to discovery, change assessment, continuous improvement, and system alignment. The role supports better decision-making across systems, and other contractual services by defining clear problem statements, translating business needs into delivery-ready outputs, identifying optimisation opportunities, and reducing duplication across services, systems and providers.

Key Responsibilities

• Lead service discovery and requirements gathering across the team and associated contractual services.
• Define clear problem statements, desired outcomes, scope, assumptions, and constraints for change initiatives.
• Develop business analysis artefacts including business cases, options analysis, process maps, customer journeys, user stories, high-level requirements, and supporting documentation.
• Establish and maintain a joined-up view of services, systems, processes, and external providers to support informed decision-making.
• Identify opportunities for service optimisation, process improvement, system rationalisation, and removal of duplicated activity.
• Maintain and prioritise continuous improvement and discovery backlogs in partnership with stakeholders.
• Facilitate workshops and structured engagement sessions with SMEs, operational teams, service leads, and delivery partners.
• Support user-centred service design across platforms and service providers.
• Help maintain service knowledge, process documentation, and analysis outputs so that change impacts can be understood and tracked consistently.
• Present findings, recommendations, and analysis outputs to stakeholders and governance forums in a clear and practical way.
• Promote consistent business analysis tools, standards, and ways of working that improve quality and pace of delivery.

• Accountable for producing clear, structured, and reliable analysis that supports operational, commercial, and service design decisions.
• Responsible for improving the quality and consistency of discovery work, reducing reliance on ad hoc analysis by operational SMEs.
• Expected to work across multiple services and stakeholder groups, building alignment where there are interdependencies, competing priorities, or unclear requirements.
• Responsible for identifying risks, inefficiencies, gaps, and duplication within current services, processes, and systems, and for recommending practical improvements.
• Exercises judgement and critical thinking in selecting appropriate analysis techniques and approaches depending on context, complexity, and stakeholder needs.
• Works with a high degree of autonomy within agreed priorities, escalating issues and decisions where strategic, financial, or delivery impacts require leadership input.
• Contributes to the resilience and future readiness of the Services Assurance function by embedding repeatable, evidence-based analysis practices.

Skills Knowledge and Expertise

Essential

• Strong analytical and problem-solving skills, with the ability to turn ambiguous issues into clear problem statements and actionable requirements.
• Ability to gather, assess, and synthesise information from multiple stakeholders, systems, and processes.
• Strong facilitation, communication, and stakeholder management skills.
• Knowledge of operating models, process architecture, BPMN, UML, or similar analysis frameworks.
• Ability to work across cross-functional teams and build collaborative relationships with internal and external stakeholders.
• Confidence in challenging constructively, asking the right questions, and driving clarity in complex situations.
• Ability to create structured documentation such as process maps, requirements artefacts, user stories, use cases, and analysis summaries.
• Strong organisational skills and the ability to manage competing priorities across multiple workstreams.
• Practical understanding of continuous improvement and user-centred approaches to service design.
• Ability to present analysis and recommendations clearly to a range of audiences.
• Proven experience working as a Business Analyst or in a similar analytical role within complex operational or change environments.
• Experience leading or supporting discovery, requirements gathering, and process improvement activity.
• Experience producing structured analysis outputs that support decision-making and change delivery.
• Experience working with stakeholders to define needs, assess impacts, and translate business requirements into practical outcomes.
• Experience operating in environments with multiple stakeholders, systems, and interdependencies.

Employee Benefits

As if contributing to and supporting work that makes life better for millions wasn’t rewarding enough, we offer a full range of benefits too. Key benefits that may be available depending on the role include:

• Annual performance based bonus, up to 10%
• 25 days annual leave, plus eight bank holidays
• Up to 8% pension contribution
• Financial support and time off for study relevant to your role, plus a professional membership subscription
• Employee referral scheme (up to £1500), and colleague recognition scheme
• Family friendly policies, including enhanced maternity leave and shared parental leave
• Free, confidential employee assistance, including financial management, family care, mental health, and on-call GP service
• Three paid volunteering days a year
• Season ticket loan and cycle to work schemes
• Family savings on days out and English Heritage, gym discounts, cash back and discounts at selected retailers
• Employee resource groups