Business Analyst

About the role

Location:
Candidates must be UK based with the right to work in the UK, and able to travel to customer sites when required.

Salary:
£35,000 - £37,500

As a Business Analyst, you will work as part of our Digital Transformation team to help customers understand their business problems, service issues and operational challenges. Working alongside UX designers, content designers, user researchers, project managers and developers, you will collaborate with stakeholders and end users to shape strategies and solutions that deliver intuitive, inclusive and compliant digital services.

You will analyse existing processes, systems and data to help customers identify improvement opportunities, understand risks and translate user and business needs into clear requirements. From this, you will support customers in defining prioritised backlogs, service models and implementation plans that bridge the gap between organisational objectives and end user needs.

You will also bring curiosity around emerging technologies, including AI assistants and automation, helping customers understand practical opportunities to streamline workflows, reduce manual effort and improve service efficiency.

Roles and responsibilities

• Support the transition from discovery to delivery by ensuring alignment between research findings, service requirements and technical implementation plans.

• Support the design of AI-powered user journeys with virtual assistants, automated triage and predictive routing while ensuring inclusivity and transparency for users.

• Ensure Business Requirements are analysed fully, with appropriate engagement from the business teams including a full review of current process.

• Apply prioritisation techniques such as MoSCoW to help customers structure and sequence improvements effectively.

• Create well-structured user stories and acceptance criteria to support backlog creation, refinement and delivery planning.

• Translate discovery insights into clear transformation opportunities, helping customers prioritise improvements and define measurable outcomes.

• Create product and research documentation to help customers understand and utilise outputs from our projects.

• Create, edit and proofread analysis reports to ensure consistent, high quality reports for our customers.

• Conduct customer competitor analysis research to help identify opportunities to evolve based on proven outcomes.

• Use common delivery and analysis tools such as GA4, GitHub, MS Clarity, Asana, Flowise, Drupal, WordPress and approved AI assistants.

• Consult on market research and emerging technologies and compare outcomes of research with other services.

• Embrace, utilise and drive the use of AI tools as an operational efficiency catalyst across all aspects of the role.

• Conduct website/platform audits alongside our User Researchers to help customers identify and understand existing challenges.

• Assess data readiness and feasibility for AI or automation opportunities, working with internal specialists where required.

• Ensure AI and automation use aligns with governance, privacy expectations and accessibility standards.

• Help customers adopt AI-assisted content workflows that reduce effort while maintaining WCAG and GDS standards.

• Identify risks related to bias, hallucination, data protection or model limitations and ensure customers understand mitigation options.

How we measure success in this role

• Accurate and complete business requirements that translate clearly into user stories, acceptance criteria and functional specifications.

• Insightful reporting that communicates risks, opportunities and priorities to customers and internal teams.

• Strong stakeholder engagement and clear communication leading to increased customer and end-user satisfaction.

• Effective collaboration with multidisciplinary teams to maintain alignment between discovery insights, technical delivery and business objectives.

• Demonstrating awareness of accessibility, GDS standards and opportunities for AI and automation to enhance processes and reduce manual effort.

Personal profile

• Strong, confident communicator with excellent written, verbal and presentation skills.

• Excellent attention to detail, producing clear, accurate and well-structured documentation.

• A good listener who is empathetic, able to understand customer requirements and uncover underlying business needs.

• Innovative and creative in approaching complex problems, with the ability to translate insights into practical solutions.

• Confident working in a digital professional services environment and collaborating with multidisciplinary teams.

• Open, flexible and adaptable mindset, able to work effectively in a fast-moving environment with multiple workstreams.

• Familiar with digital platforms, content management systems and modern web technologies.

• Curious about emerging tools and technologies, including AI assistants and automation, and how they can support analysis, improve workflows and enhance service delivery.