As a Business Analyst you will initially work on our Customer Transformation programme, helping deliver the replacement of legacy CRM systems with a modern, integrated customer platform. Beyond this, you will contribute to a broader pipeline of change initiatives, supporting continuous improvement and digital transformation across the business. This is a hands‑on, delivery‑focused BA role, where you will own problem definition, shape requirements, and drive a high‑quality backlog that enables successful delivery. You’ll work at the heart of cross‑functional teams, bridging business, product, and technology to ensure solutions are customer centric, data‑driven, and operationally effective.
Responsibilities
- Lead the definition and articulation of business problems, ensuring clear objectives, scope, and success criteria across a range of change initiatives.
- Elicit, analyse, and document requirements using appropriate techniques aligned to the delivery methodology (Agile, Waterfall, or hybrid).
- Drive backlog refinement and requirements elaboration, ensuring clarity, completeness, and readiness aligned to the chosen delivery approach.
- Work closely with Product/Journey Leads and stakeholders to support prioritisation decisions, incorporating business value, dependencies, and risk.
- Facilitate stakeholder discussions to ensure alignment across initiatives, adapting facilitation style to suit both Agile ceremonies and structured governance forums.
- Contribute to solution design discussions, ensuring alignment with business requirements and broader architectural considerations.
Qualifications
- 5+ years’ experience as a Business Analyst in complex change or transformation programmes.
- Strong experience in:
- Problem definition and requirements elicitation
- User story creation and backlog management
- Stakeholder engagement and facilitation
- Experience working with both Agile and Waterfall methodologies.
- Excellent communication skills with the ability to translate between business and technical teams.
- Experience with tools such as Jira, Visio, Mural, BPMN, UML.
- Experience in customer journey mapping or service design.
- Experience in CRM or customer transformation programmes (desirable).
- Background in utilities, contact centre, or billing environments (desirable).
- BCS Business Analysis certification (desirable).
- Hybrid working with a typical expectation of two office days per week, increasing as required during key project phases and workshops.
Benefits
- Salary: Up to £55,000 (dependant on skills and experience).
- Hours: 08:30am - 17:00pm (Mon - Thurs), 08:30am - 16:30pm (Friday).
- 3 months notice period.
- Learning and development opportunities, including mentoring and a range of formal courses and open learning resources.
- Entry into the company annual bonus scheme.
- Annual leave from 26-30 days, rising with length of service, and the option to purchase up to 5 extra days.
- A ‘Celebration Day’ in addition to public holidays that people can use to celebrate a religious festival or other occasion that is important to them.
- A generous ‘double match’ pension scheme that doubles the contributions you make (company contribution capped at 12%).
- Family benefits including enhanced Maternity, Adoption, Paternity, Shared Parental Leave, Fertility Support Leave and up to 5 full or 10 half days of paid Carers Leave.
- Menopause policy and Reasonable Adjustment policy to help everyone perform at their best.
- Access to our Wellbeing Centre with support for looking after your physical and mental health.
- Discounts at a range of retail outlets through our Tap4Perks scheme.
- Discounts on dental and medical insurance through our Tap4Perks scheme via salary sacrifice.
- Up to 4 Affinity days a year to volunteer in the community.
- Life Assurance.
Affinity Water recognises the benefits of greater diversity in our workforce to better reflect the communities we serve. We are committed to building a more inclusive culture where every member of our workforce can thrive.
