Department: Technology
Location: Carlisle
The Role
This position will work across all Service Lines and support functions to identify, design and implement process improvements, workflow automation, and AI-enabled solutions. The role partners closely with Service Line Heads and the wider Technology Team to deliver measurable efficiencies, improved client service, and scalable ways of working.
The overall purpose is to enable greater productivity and consistency across the firm by mapping end-to-end processes, identifying automation opportunities, defining requirements, and supporting the delivery of workflow automation and AI-enabled solutions.
Key Responsibilities
* Stakeholder Engagement & Discovery
o Plan and facilitate discovery workshops, interviews and working sessions across Service Lines and support functions.
o Elicit and clarify pain points, constraints, risks, data needs and desired outcomes.
o Build trusted relationships with stakeholders at all levels and maintain clear communication throughout delivery.
* Process Analysis & Documentation
o Document end-to-end processes using appropriate mapping techniques (flowcharts, swimlanes, BPMN).
o Produce clear As-Is and To-Be process maps, including decision points, exceptions, controls and handoffs.
o Identify inefficiencies, duplication, bottlenecks, rework and control gaps, and recommend pragmatic improvements.
* Automation & AI Enablement
o Identify and assess opportunities for workflow automation, task automation and system integration.
o Collaborate with the Technology Team to translate business needs into implementable solutions and backlogs.
o Support the adoption of AI tools (Copilot, GenAI-enabled workflows) to improve drafting, summarisation, triage, search and reporting.
o Define guardrails for AI usage in line with firm policies, data protection and client confidentiality.
* Requirements, Delivery Support & Benefits
o Define requirements, user stories, acceptance criteria, success measures and benefits cases.
o Support solution design, prioritisation and delivery planning with Technology and other Service Lines.
o Coordinate and support testing (UAT), training, communications and rollout activities.
o Track benefits and outcomes (time saved, error reduction, cycle-time improvements, client experience uplift).
* Continuous Improvement & Knowledge Management
o Maintain process documentation and ensure solutions are operationalised and owned by the firm.
o Identify opportunities to standardise and reuse patterns across Service Lines (templates, workflows, prompts, controls).
o Contribute to a pipeline of automation AI opportunities and support continuous improvement governance.
* Agency Exclusion
o Agency suppliers will not be accepted for this vacancy.
Qualifications
* Essential
o Proven experience as a Business Analyst / Process Analyst / Business Systems Analyst or similar role.
o Strong facilitation skills with experience running workshops and stakeholder interviews.
o Ability to document processes clearly (As-Is / To-Be) and translate them into requirements.
o Demonstrable experience working with technology / IT teams to deliver change.
o Excellent analytical and problem-solving skills; pragmatic, outcomes-focused approach.
o Strong written and verbal communication; ability to tailor messaging for different audiences.
o Comfortable working across multiple Service Lines and managing competing priorities.
* Desirable
o Experience in professional services (accountancy, legal, consulting, financial services).
o Experience with workflow automation, RPA, low-code platforms and/or system integrations.
o Exposure to AI tools (Microsoft Copilot) and AI-enabled productivity practices.
o Familiarity with Agile delivery (user stories, backlog management) and/or Lean Six Sigma methods.
o Relevant qualifications (BCS Business Analysis, IIBA, Lean Six Sigma, Agile / Scrum).
Benefits
* Competitive salary and positive benefits package.
* Salary Sacrifice Employer Contribution Pension Scheme including Life Cover (4x salary) and Income Protection.
* Competitive Annual Leave entitlement & Annual Leave Purchase Scheme allowing purchase of up to 5 additional days per year.
* Smart Working Policy, giving ability to balance home and remote working.
* Health Shield Cash Plan (cash back on health benefits and discounts on holidays, fashion and entertainment).
* Employee Assistance Programme (24/7 confidential support for wellbeing and health).
* Paid flu jabs and eye tests.
* Introductory Commission Scheme (financial reward for referring a new client).
* Employee Referral Scheme (financial reward for referring new AW colleagues); up to £2,500 per referral.
* Investment towards Continuous Professional Development (CPD), including access to comprehensive training courses and materials.
* Paid professional membership fees.
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