We are seeking a Business Analyst to support the delivery of a modernised Identity Verification capability across Helpdesk and Self-Service channels. This role will shape user journeys, define clear requirements and support proof-of-concept activity within a major identity and authentication programme. Key Responsibilities Capture and refine requirements for Helpdesk and Self-Service IDV. Map current and future user journeys, identifying friction points and areas for improvement. Document proof-of-concept criteria, success measures and acceptance conditions. Support testing cycles, stakeholder workshops and overall readiness activities. Essential Experience Strong Business Analysis capability within IAM, authentication or security transformation environments. Finacial Services Experience Experience producing user journeys, epics, acceptance criteria and process flows. Confident stakeholder-facing workshop and elicitation skills. Ability to articulate business impact and operational improvements. Desirable Experience Familiarity with Onfido, Verified ID or similar IDV products. Experience working in agile environments, including Scrum or Kanban. Proficiency with modelling tools such as Visio, Figma, Miro or BPMN-aligned tools. What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk