Responsibilities
* Gather and analyse business requirements and translate them into user stories and functional specifications.
* Work closely with stakeholders and developers to deliver digital products and service improvements.
* Support the optimisation of the end-to-end customer journey across digital and contact channels.
* Contribute to the development and integration of AI-driven tools and digital innovation to enhance customer experience and adviser productivity.
* Facilitate workshops and collaborate with teams to identify opportunities to improve services and processes.
Key Requirements
* Experience working as a Business Analyst within digital delivery or transformation projects.
* Strong experience writing user stories and working within Agile environments.
* Ability to bridge the gap between business teams and technical delivery teams.
* Experience improving digital customer journeys or contact‑centre services.
* Strong stakeholder engagement and communication skills.
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