Senior Business Analyst - Ops Transformation

At Smart, our mission is to transform retirement, savings and financial wellbeing, across all generations, around the world.

The Role

We are looking for a highly driven transformational Business Analyst to lead the optimisation of our customer services operating model and customer experience. This role involves challenging the status quo in designing and integrating automation and AI capabilities to drive efficiency, enabling human resources to focus on high-value customer touchpoints. Delivery of automation solutions that optimise demand management, streamline workflows, and ensure customers are supported through the effective and appropriate channels. Embedding a continuous improvement cycle that systematically monitors outcomes, correlates performance data, and translates those insights into iterative enhancements. Driving ongoing user learning and continuously improving the customer experience of newly implemented processes. Success involves a seamless transition to BAU with robust controls and monitoring for continued evolution and development.

Responsibilities

• Champion the vision for the emerging operating model in design and implementation of automation, driving efficiency and focus human resources on high value customer touchpoints.
• Develop a deep working knowledge of the technology systems and tooling with view to onward ownership of future development beyond ‘go live’.
• Challenge the status quo by identifying inefficiencies, unnecessary practices, and manual processes, and redesigning them using digital first principles to manage demand more effectively.
• Lead the implementation of automation and AI tooling, including workflow automation.
• Optimise customer demand management, ensuring queries and transactions are routed through the most effective channels (self-service, digital, assisted support).
• Achieve improved SLAs with significant reduction in manual processing and operational inefficiencies through increased adoption of digital and self-service channels by customers.
• Use data and insights to continuously refine processes, improve service levels, and reduce operational costs.
• Collaborate cross functionally with operations, technology, data, compliance, and customer experience teams to deliver solutions and shape.
• Act as the voice of the customer and the business, ensuring solutions deliver measurable value and improved outcomes.
• Drive adoption and cultural change, embedding new ways of working and ensuring teams are equipped to succeed in a digitally enabled environment.
• Monitor performance and success metrics, using KPIs and analytics to track efficiency gains, customer satisfaction, and demand reduction.

Qualifications

• Proven experience as a Senior Business Analyst, Product Owner.
• Experience in a regulated and complex operational environment (financial services and pensions preferred).
• Strong track record of implementing automation and digital customer journeys.
• Deep understanding of process optimisation, demand management, and operational design.
• Track record of measurable shift in customer demand, efficiencies and how operational teams work.
• Ability to engage stakeholders constructively and influence at all levels of the organisation.
• Strong analytical mindset, with the ability to translate data into actionable insights.
• Experience working in agile environments and managing product roadmap.

Benefits

• 25 days’ holiday per year, increasing with length of service.
• £500 annual training budget to spend on your professional development.
• Extensive private healthcare, including dental, eye care and EAP.
• Enhanced sick leave (three months’ pay per year).
• Enhanced maternity and paternity (maternity – 6 months fully paid / paternity – 3 weeks fully paid).
• Death in service insurance cover.
• Fully-paid five-week sabbatical after five years of employment.
• In office wellbeing, such as manicures, massages and barbers.
• Smart employees also enjoy a 50% discount on orders from our sister company Arena Flowers, Britain's most ethical florist.

At Smart, we are committed to creating an inclusive and equitable workplace where everyone feels valued, respected, and empowered to do their best work. We welcome differences in background, experience, thinking and identity, and do not discriminate on the basis of any protected characteristic. If you require any reasonable adjustments during the recruitment process or in the workplace, we encourage you to let us know - we are committed to supporting you.