Business Analyst

3 weeks ago


Oxford, United Kingdom Reed Full time

**Business Analyst**

**c.£55,000 per annum**

**Bedford**

**Permanent**

**Hybrid Working**

**_"MaPS; Money and Pensions Service are recruiting for an experienced Business Analyst to support the programme of digital and technology transformation. Your business analysis will drive the benefits of our transformation for our customers andthe user experience of frontline staff. _ _You do not need a technical background to succeed in this role, although experience with MS Dynamics is desirable. What will help greatly is an appetite for innovation in service delivery, anda passion for how the features and benefits of new technology can enhance operational delivery across our teams." _**

Working as the Business Analyst you will support the Head of Operational Transformation to understand the requirements of customers and internal system users and to ensure that the new technology we implement enhances the customer and employee experience.

You will be working closely with teams across Operations, Digital, Marketing, IT (DMI) and Propositions, Insight and External Engagement (PIE) to document user requirements, process maps and customer journeys, acting as an interface between the Digital TechnologyTransformation Programme and the business. Your analysis will inform the configuration of new systems, process enhancements and ultimately our staff engagement.

The Business Analyst will be responsible for the following;
- Lead on the collection, analysis and documentation of business requirements for key technology implementations that support MaPS’ customer delivery model.
- Facilitate the design of enhancements to operational processes, leveraging the capabilities of new technology.
- Drive employee input and engagement with the programme.

To join us as a Business Analyst in our business transformation team, you will need to demonstrate the following skills and experience:

- Strong experience of collecting, analysing and documenting business user requirements, ideally for CRM and/or contact centre system implementations, or equivalent.
- Experience of supporting the roll out and adoption of new technology.
- Strong experience of creating service design blueprints, process maps and/or customer journey maps
- Experience of working in a cross-functional, virtual teams, with internal teams and external suppliers, to deliver change.
- Ability to facilitate workshops and present back succinct participant feedback.
- Experience of engaging with frontline staff to gather feedback and support user adoption of new systems.
- Strong commitment to customer outcomes with experience of development/delivery through outcome frameworks.
- Strong communication skills, written and verbal.

**Desirable**:

- Have knowledge of financial services, advice and guidance sector, or other regulatory environment experience.
- Gained experience working on Agile projects and working practices.
- Experience of working on projects developing MS Dynamics 365 CRM.


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