Business Analyst (CX)

Job Summary

Business Analyst – Fixed Term Contract, 12 months, £57,270.60 per annum (£63,125.84 after successful performance). 35 hours per week, 9am‑5pm flexible working, Hybrid. Location: Speke, Liverpool.

Job Responsibilities

• Lead uncovering root causes, shaping requirements, refining processes, and influencing cross‑functional teams to deliver customer‑centric change.
• Analyze and synthesize multi‑source data to develop a full view of customer and business problems.
• Apply advanced root‑cause analysis techniques to identify underlying drivers of issues.
• Break down complex, ambiguous problems into clear, actionable components to enable effective decision making.
• Collect and document requirements, producing user stories, acceptance criteria, and ensuring traceability via MoSCoW and traceability matrices.
• Map stakeholder influence, needs, and engagement strategies to drive alignment; lead workshops and complex discussions.
• Produce high quality process models (BPMN, swim lanes) and identify opportunities for process innovation, simplification and efficiency.
• Advise on system capabilities, constraints, emerging technology trends; adapt practices across Agile, Waterfall, or hybrid methodologies.
• Support analysis of user experience needs, recommend and apply analysis techniques, articulate how UX influences system design.
• Lead cross‑functional collaboration, manage workloads, prioritize, deliver on deadlines, mentor colleagues, and elevate analysis standards.
• Coordinate on‑site work and travel to Group offices across the UK as required.

Qualifications

• Strong experience as a Business Analyst within customer‑centric, digital, or service‑led environments.
• Demonstrable familiarity with design thinking, service blueprints, and customer journey mapping.
• Exceptional stakeholder engagement skills, able to influence and drive alignment at all levels.
• Strong communication ability bridging technical and non‑technical stakeholders.
• Advanced analytical skills working across qualitative and quantitative data sources.
• Passion for improving customer experiences through evidence‑based, structured analysis and high‑quality delivery.
• Certified Business Analysis Professional (desirable).
• Experience in the housing sector or a regulated environment (desirable).
• Collaborative, empathetic, confident in complex stakeholder landscapes (desirable).
• Strategic thinker who balances detail with big‑picture perspective (desirable).

Benefits

• Competitive pay & generous pension.
• 28 days holidays plus bank holidays.
• Flexible working options.
• Investment in learning, personal development, and technology.
• Wide range of benefits.

Equal Opportunities

Riverside is a Disability Confident Employer and an equal opportunities employer. Guaranteed interview schemes are in place for candidates with disabilities and for ethnically diverse applicants who meet the minimum requirements.

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