Senior Business Analyst – Conversational Agent
Department: Enterprise Service Management
Location: UK
Reports To: Global Digital Employee Experience Lead
Level: 4
About the Role
The Digital Employee Experience Senior Business Analyst will shape and deliver an intelligent and innovative digital engagement layer, providing a single, AI‑powered front‑door for employees to complete day‑to‑day tasks and engage with organisational information, processes, and resources. This role aims to transform how employees engage with tasks and processes, placing AI‑powered, data‑driven, outcome‑focused experiences at the core. The analyst works within a Scrum team, supporting the Digital Employee Experience Product Owner and acting as a proxy where required, focusing on delivering incremental value at pace.
Key Responsibilities
Product Delivery and Business Analysis
* Support the Product Owner in driving and delivering towards the vision, roadmap, and prioritised backlog for the conversational AI engagement layer.
* Capture requirements and use cases, analyse dependencies, define processes, and resolve blockers to unlock development of the Product at pace.
* Ensure technical delivery and prioritisation aligns closely with the product strategy and success measures.
* Balance short‑term delivery and value with longer‑term platform evolution, scalability, and product health.
AI‑First Experience Design
* Shape a product that embeds AI as the default interaction model, leveraging conversational AI, agent orchestration, automation, and content intelligence to reduce friction in employee journeys.
* Drive effective AI product development, anticipating risks and dependencies, and support responsible and well‑governed AI adoption at scale.
* Partner closely with Enterprise AI, Architecture, vendors, and stakeholders to ensure secure, scalable, enterprise‑grade AI adoption within the engagement layer.
Data‑Driven Transformation
* Use quantitative and qualitative data to identify friction and unmet employee needs, drive prioritisation decisions, and demonstrate measurable improvements in productivity, satisfaction, and effort reduction.
* Translate complex insight into clear product decisions, trade‑offs, and outcome narratives for senior stakeholders.
Stakeholder Leadership & Alignment
* Build strong, trusted relationships across Technology, Architecture, HR, Communications, Corporate Property Services, Risk, and other business units.
* Work closely with teams managing underlying platforms to create integrated strategies and roadmaps.
* Act as a strong, credible voice of the employee, anchoring decisions in evidence‑based needs.
Planning, Decision Making & Scope
* Complete business analysis work packages and make product and design decisions that influence cross‑functional delivery and investment prioritisation.
* Resolve moderately complex problems through structured analysis, judgement, and risk assessment.
* Balance competing demands while maintaining focus on outcome‑led delivery and strategic intent.
Success Measures
* Visible progress at pace towards a coherent, AI‑first employee engagement layer that becomes the natural front door to administrative task completion.
* Faster time‑to‑value for new DEX capabilities through improved business analysis, product, and delivery discipline.
* Clear linkage between engagement layer improvements and productivity, service effectiveness, and employee confidence.
Qualifications
* Proven experience as a Business Analyst or Product Owner for complex digital platforms, AI solutions, and/or employee‑facing products.
* Strong understanding of digital experience platforms, conversational and AI‑driven interfaces, and modern workplace and intranet ecosystems.
* Demonstrated ability to use data to drive decisions, prioritisation, and change.
* Hands‑on Agile practitioner with experience working in Scrum teams operating at pace.
* Confident communicator, able to align senior stakeholders while working deeply with delivery teams.
* Comfortable operating in ambiguity, with a bias toward action, learning, and continuous improvement.
Benefits
We offer a comprehensive benefits package, a focus on wellbeing, support for development, and flexible working arrangements to help balance work and life.
Legal & Regulatory
As an international financial services organisation, this position is regulated by the FCA and/or the PRA and its Individual Conduct Rules (COCON) apply. Training on COCON and its impact on employees is provided, with further information in the Employment Handbook.
#J-18808-Ljbffr