Overview
Position Summary: Supports the analysis and delivery of customer change initiatives across PRA, working within the CoE framework to turn customer insight and business priorities into well-defined, deliverable change. The role focuses on understanding customer journeys, analysing data and processes, and supporting the design, implementation and tracking of changes that improve customer outcomes while meeting regulatory expectations.
Responsibilities
* Analyse customer journeys to identify issues, risks and improvement opportunities
* Gather and document business and customer requirements, ensuring clarity of scope and outcomes
* Produce structured analysis artefacts including process maps, impact assessments and requirements documentation
* Support end-to-end delivery of customer change initiatives, from design through to implementation
* Work closely with Operations, Technology and Compliance partners to enable effective delivery
* Support Consumer Duty assessments linked to change activity
* Track outcomes and benefits post-implementation, ensuring changes deliver intended results
* Contribute to consistent use of CoE frameworks, standards and tools across initiatives
* Support identification of dependencies, risks and process gaps within change activity
Experience/Qualifications
* Experience in a Business Analyst or Change Analyst role
* Strong analytical and problem-solving skills
* Experience mapping customer journeys and processes
* Comfortable working with data and insight
* Experience embedding automation into journeys
* Experience within regulated financial services desirable
* Clear and structured communicator
Compliance Responsibilities
* All employees have a responsibility to support PRA’s compliance with applicable laws, regulations, internal policies, and risk management
* Taking accountability for actions, decisions, and professional conduct
* Adhering to regulatory requirements as set out by the appropriate regulator
* Following policies, procedures and conduct standards and participating in risk management
* Monitor for and promptly escalate any non-compliance with policy, regulation, or breach of local legislation
* Complete mandatory compliance and risk training in a timely manner and apply learning day-to-day
* Contribute to governance, risk awareness, and customer-focused conduct by upholding PRA’s values and Group Code of Conduct
* Co-operate with internal reviews, audits, or regulatory investigations when required
* Understand the compliance risks relevant to the role and seek guidance as appropriate
Note: PRA Group (UK) Ltd applies Equal Opportunities policy at all stages of recruitment and selection; shortlisting, interviewing and selection are conducted without regard to gender, sexual orientation, marital status, race, religion or belief, age, or trade union membership. Those with disabilities meeting the minimum requirements will be considered and reasonable adjustments will be made to ensure they are not disadvantaged during the interview process.
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