At the Parliamentary and Health Service Ombudsman (PHSO), we make final decisions on complaints that have not been resolved by UK Government departments and the NHS in England. Our work helps people understand where public services have fallen short, and we use the insight from our casework to support and drive meaningful improvements across public services and complaint handling.
Role Overview
As a Business Analyst in our Digital team, you will work within multidisciplinary delivery teams to help design and improve digital products and services that meet real user needs. The role is focused on understanding problems clearly and using evidence to support well‑informed decisions.
You will analyse end‑to‑end services and processes, test assumptions early and translate insight into clear, delivery‑ready work. By balancing user needs with policy, operational and technical considerations, you will help teams prioritise effectively and deliver improvements iteratively.
You will work closely with product managers, delivery colleagues, designers, engineers and operational teams, building shared understanding and communicating complex issues clearly. This collaboration helps ensure our digital services are inclusive, well‑designed and focused on delivering measurable outcomes for users and the organisation.
Qualifications
- Demonstrable experience working as a Business Analyst (or equivalent) in digital or service delivery contexts
- Experience analysing complex problems involving multiple stakeholders
- Understanding of user‑centred and evidence‑based analysis approaches
- Experience translating insight into delivery‑ready work
- Experience working within Agile or iterative delivery teams
Diversity & Inclusion
We recognise the value of lived experience. If you have experience of complaining about any public body, we strongly encourage you to apply.
- Asian, Black, Mixed Ethnicity, or other ethnic background
- Disabled
- LGBTQ
Benefits
- Civil Service Pension scheme
- 32.5 days annual leave (plus bank holidays)
- Hybrid working – 40 percent office based
- Free, confidential Employee Assistance Programme offering 24/7 advice and support from professionals and counsellors
- Comprehensive learning and development programme
- Employee discount scheme across hundreds of retailers
- Bicycle loan scheme
- Season ticket loan
- Paid for professional memberships
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