Digital & Customer Experience Analyst
As a Digital & Customer Experience Analyst, you will sit at the heart of our newly established mid‑scale project delivery capability within the Customer Experience function. You’ll work closely with stakeholders across the business and IT to gather requirements, identify opportunities for improvement and shape technology solutions to business challenges.
You will have a strong track record as a Business Analyst within IT‑enabled change, supporting end‑to‑end delivery of digital or technology solutions. Experience engaging a wide range of stakeholders, building trusted relationships, and facilitating discussions to elicit and refine business requirements is essential.
The role is based at our Severn Trent Centre head office in Coventry within the Colleague Experience team in the Technology function. It is a Monday‑to‑Friday, 37‑hour week and may require some travel depending on project needs.
Key Responsibilities
* Lead workshops and map processes to capture “as‑is” and “to‑be” states.
* Produce clear requirements, process flows and functional specifications.
* Translate business needs into tangible solutions.
* Engage a wide range of stakeholders and facilitate discussions to elicit and refine business requirements.
* Collaborate closely with engineering teams to ensure requirements are understood, tracked and delivered effectively.
* Apply analytical skills to break down complex problems, identify root causes and recommend value‑driven solutions.
* Map and improve business processes to move from current state to more efficient future state.
* Understand how technology solutions are delivered and appreciate data, systems and integrations.
* Proactively challenge assumptions, support decision‑making and drive positive outcomes for the business and customers.
Qualifications
* Strong analytical and stakeholder management skills.
* Experience with Agile and Waterfall delivery methodologies.
* Proven experience as a Business Analyst supporting end‑to‑end digital or technology solutions.
* Ability to produce clear, structured documentation for both business and technical teams.
* Good understanding of technology delivery, data and integrations.
* Proactive, structured approach and confidence to challenge where needed.
Benefits
* 28 days holiday plus bank holidays (with the option to buy or sell up to 5 days per year)
* Annual bonus scheme (up to £2,225, subject to eligibility)
* Family‑friendly policies, including a year off fully paid maternity and adoption leave
* Leading pension scheme – double your contribution up to 15%
* Dedicated training and development through our Academy
* Electric vehicle scheme and retail offers
* Two paid volunteering days per year
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