Business Analyst - Customer Complaints Transformation

Role Overview

We are seeking an experienced Change Business Analyst to support a major transformation initiative. The role focuses on shaping business change, defining requirements, improving processes, and ensuring change is adopted effectively across impacted teams. The ideal candidate is structured, collaborative, and confident in engaging with senior stakeholders to drive clarity, alignment, and successful delivery.

Key Responsibilities

Change Analysis & Delivery

• Analyse current‑state processes, systems, and operating models to identify gaps, inefficiencies, and improvement opportunities.
• Define future‑state processes, workflows, and business rules aligned to project outcomes.
• Support change impact assessments, readiness activities, and business adoption planning.
• Facilitate workshops, interviews, and sessions to gather insights and drive shared understanding.

Requirements Elicitation & Documentation

• Capture and validate business requirements, user stories, acceptance criteria, and non‑functional needs.
• Ensure requirements are traceable, testable, and aligned to approved change outcomes.
• Support solution design by providing business context and representing stakeholder needs.

Stakeholder Management & Communication

• Build strong relationships across multiple levels to gather input, resolve issues, and influence decisions.
• Present findings, options, and recommendations clearly and objectively.
• Support communication planning, training coordination, and stakeholder engagement activities.

Process & Operational Readiness

• Map end‑to‑end processes, identify control points, and ensure readiness for regulatory, customer, or operational impacts.
• Collaborate with operational teams to embed changes effectively.
• Contribute to test planning, UAT support, and validation of business outcomes.

Governance & Assurance

• Maintain high‑quality documentation including process maps, requirements packs, change logs, and decision records.
• Support RAID management, ensuring timely escalation and resolution of issues.
• Work with project and programme managers to ensure scope, timelines, and dependencies are well managed.

Job Requirements

Required Skills & Experience

• Strong experience as a Business Analyst supporting change or transformation programmes.
• Proven ability to analyse processes, define requirements, and support end‑to‑end delivery.
• Excellent stakeholder management and communication skills.
• Experience with process mapping, requirements documentation, and workshop facilitation.
• Understanding of change management principles and business readiness activities.
• Strong organisational skills with the ability to manage competing priorities.

How We Work

Delta Capita is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, colour, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. If you require any reasonable adjustments through your interview process, please use the designated space within the application questionnaire.

This is a fixed‑term position located in London. As the selection and interview process is ongoing, please submit your application in English as soon as possible; if your profile is selected, a member of our team will contact you within 4 weeks. For this role, a valid working permit for the UK is mandatory.

Expectations regarding hybrid working: As we are a Service Provider and Consulting firm servicing clients, our policy for physically working from the office (which may be the clients' offices or our own offices depending on the client) aligns to what our clients' policies and expectations are and these vary. Most of our clients now require a minimum of 3 days per week in the office, 2 days from home, and accordingly this is also the minimum expectation that Delta Capita require.

Who We Are

Delta Capita Group (a member of the Prytek Group) is a global managed services, consulting, and solutions provider with a unique combination of experience in Financial Services and technology innovation capability. Our mission is to reinvent the financial services value chain providing technology based mutualized services for financial institutions for non‑differentiating services.

Our 3 Offerings

• Managed Services
• Consulting & Solutions
• Technology

To know more about Delta Capita and our culture click here: Working at DC - Delta Capita.

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