Senior Business Analyst (Customer) in London

We are currently hiring two Senior Business Analysts to join the Customer team on a permanent basis. As a Senior Business Analyst at FSCS you will play a crucial role in leading the scheme to navigate change and transformation. You will play a lead role in delivering business objectives through project and improvement initiatives working with all areas of FSCS and providing guidance, coaching and support for a small team of Business Analysts.

This is a senior lead position requiring extensive experience in regulatory environments, strong analytical capability, and the ability to influence at all levels. As a key player in the full lifecycle of delivery, you will work across several projects at the same time and assume a critical role bridging together the business and their requirements and the work of agile delivery teams. This role demands a hands‐on approach, actively engaging with stakeholders, systems, and processes to deliver tangible outcomes.

The role holder will work closely with agile teams on the creation and refinement of requirements and user stories including scoring for prioritisation and leading on testing and quality checks. They will lead process improvement opportunities bringing the As Is and To Be state to life by visualising and presenting to key stakeholders at all levels of the business. The role holder will have the ability to craft and deliver an engaging narrative that resonates with senior leadership, ensuring clarity, alignment, and buy‐in for proposed solutions.

• Providing guidance, support and coaching to a small team of Business Analysts, supporting their development and fostering a high-performance culture.
• Building strong relations with stakeholders, acting as an influential and trusted advisor in the design and delivery of the best approach to ensure projects are successful.
• Proactively identify and engage key stakeholders; capture, research and analyse their requirements, refine and validate these through to formal sign‐off, taking full ownership of the elicitation process.
• Document processes and key artefacts for project delivery across multiple departments, capturing complex elements and translating them into clear, future‐proof technical and process models and supporting documentation to meet business needs and objectives.
• Utilise visualisation tools and process mapping techniques to ensure usability and longevity.
• Identify opportunities for standardisation of process models across the scheme to drive consistency, efficiency and reduce costs.
• Take a lead role in the design and delivery of future solution builds, collaborating closely with product owners and technical teams to ensure alignment with business objectives.
• Analyse data to identify trends, patterns, and insights that inform business decisions.
• Identify suitable processes and analysis working with Project Manager and internal teams to embed them into FSCS.
• Have a deep knowledge of best practices, tools and techniques and be capable in demonstrating them.
• Champion policies, guidelines, and procedures. Act as a Subject Matter Expert (SME) for Business Process Management and process modelling.
• Champion agile ways of working ensuring business requirements are translated to delivery via agile teams.

We have identified the following skills, knowledge, and experience as essential for success in this role however we understand that everyone's learning journey is different and there is no one size fits all. If you feel you have many of the below strengths but don’t tick all the boxes, we’d still love to hear from you.

• Expert experience working as a business analyst with demonstrable experience in a senior/leading role in end‐to‐end project lifecycles.
• Significant experience working across a broad range of architecture and solutions.
• Certified in Business Analysis, Certified Business Analysis Professional or equivalent.
• Experience and knowledge of the financial services industry including familiarity with financial products and services.
• A deep understanding of regulatory frameworks (e.g., the role of the FCA, PRA) and of the nuances of working on a project within a regulated environment.
• Strong ability to interpret and translate regulatory requirements into business and technical solutions.
• Experience working with cross‐functional teams including Operations, Compliance, Risk, Legal, and IT.
• Demonstrated ability to manage multiple concurrent initiatives in a fast‐paced environment.
• Expert knowledge of project risk management principles.
• Strong ability to influence and challenge stakeholders at all levels.
• A deep knowledge of project delivery best practices, tools and methodologies including agile and waterfall.
• Expert knowledge and ability to train others on business process modelling and documentation tools along with requirement elicitation and documentation.
• Advanced data analysis and expertise to facilitate: Requirements elicitation, documentation, and validation; Process modelling (e.g., BPMN, Microsoft Visio); Gap analysis and impact assessments; Stakeholder management and facilitation; Production of insightful reports using Power BI; Proficiency user of Python, SQL.
• Ability to quickly develop an understanding of the scheme strategies and priorities and translate that understanding into deliverable activities.
• Strong stakeholder management skills with the ability to influence at all levels.
• Excellent communication and interpersonal skills.

At FSCS we are purpose driven and committed to delivering an exceptional service and results for our customers. We have invested greatly in a flexible people offering that we’re proud of, that our employees love and that supports and promotes diversity, inclusion, and overall wellbeing.

• Employer pension contributions from 9% - 15% dependant on your contributions and length of service.
• Life assurance, income and critical illness protection.
• Private medical and dental insurance.
• EAP and Virtual GP.
• 26 days annual leave + bank holidays and the option to sell 5 or buy up to 9 additional days per annum to suit your lifestyle.
• Enhanced Maternity, Paternity and Adoption leave – 6 months full pay.
• Additional discounts and options to earn rewards to spend at your choice retailer.

For over 20 years, FSCS has been the UK’s financial safety net, protecting customers when authorised financial firms fail and helping them get back on track. We are an independent, non‐profit organisation set up by government, offering a free service where customers keep every penny of the compensation they are owed when they claim directly with us. FSCS is funded by the financial services industry through an annual levy paid by firms authorised by the Prudential Regulation Authority (PRA) or the Financial Conduct Authority (FCA).

Through the 2008 banking crisis to the COVID‐19 pandemic, FSCS has provided reassurance during the most challenging times, giving people confidence their money is safe. By maintaining trust in financial services, we help support financial stability and contribute to economic growth. Our people are at the heart of everything we do. Together, we’ve built a culture of empathy, resilience, and continuous improvement – always striving to do better and move faster in a complex financial landscape. Join us and make a real difference.

We shall respond to large and complex firm failures, whilst maintaining our seven‐day pay‐out for savers in banks, building societies and credit unions. We will actively contribute to increasingly effective resolution when firms fail.

Our approach: Maintain well‐tested contingency plans, backed by necessary capabilities and robust customer information. Collaborate with industry to improve the customer information we rely on for payouts. Improve our ability to respond quickly to investment and insurance failures. Work with industry and regulators to improve resolution arrangements.

What we are aiming for: FSCS is known and trusted for protection that puts people back on track through outstanding customer experience. Why this matters: Customer expectations are rising. The service our customers receive must meet their expectations in terms of speed, accessibility and ease of use, in order to maintain consumer trust and confidence.

Our approach: Exploit digital technology to create the service our customers expect, at lower cost to our levy payers. Improve the speed of our service by eliminating time and process inefficiencies, particularly with third parties. Exploit our new strategic partnership – by drawing on our partner's expertise, scale and experience. Provide continuity of cover for policyholders in failed insurance companies.

What we are aiming for: We shall raise awareness of FSCS protection across all of the products and services we protect, particularly retirement savings products. Why this matters: Awareness of FSCS protection maintains confidence in a crisis. Awareness also helps to inform people’s choices by increasing their confidence in buying protected services and understanding the risks of unprotected products.

Our approach: Partner with the industry to raise awareness of FSCS protection across all protected products and services, focusing on retirement savings initially. Engage with consumers and provide information to help people understand protection and make informed decisions. Encourage customers of failed firms to come directly to FSCS with their claim. Work with our stakeholders to provide joined‐up and easy to access information about FSCS protection.

What we are aiming for: We shall collaborate with the regulators and industry to prevent future failure and to reduce future compensation costs. Why this matters: FSCS compensation costs are rising fast - we project that compensation may rise from £405 million in 2017/18, mainly driven by escalating pensions claims. These costs put pressure on firms' finances and are passed on to consumers.

Our approach: Commit to joint action with the regulators and industry to identify and address the root causes of mis‐selling and other conduct issues which drive failure and compensation costs. Ensure consumers are alerted more quickly to vulnerabilities and risks as they emerge. Work with the partners to improve co‐ordination across government, industry and regulators, ensuring insights and intelligence are generated and acted on. Feed back lessons learnt as a creditor and from recoveries activity, including working with the insolvency and insurance markets. Develop FSCS' own capability to provide actionable intelligence.