Senior Business Analyst - Customer Experience

Drive the "Define and Design" phase for all prioritised initiatives within the Customer & Proposition platform. Work cross-functionally with stakeholders to build detailed high-level business requirements. Develop stakeholder and process maps, map customer journeys, and conduct as-is and future state assessments. Facilitate stakeholder workshops and fully document business requirements in alignment with project methodologies. Customer Journey Mapping & Design: Lead stakeholder workshops to map current ('as-is') customer journeys, identify pain points, and define detailed future-state processes and requirements for high-priority transformations. Business Value & Impact Assessment: Develop comprehensive business cases, including benefits realization, defining Objectives & Key Results (OKRs), and preparing Customer Impact Assessments for all customer-facing initiatives. Utilise proficiency in design tools like Figma to quickly prototype and iterate on future-state customer journeys and interfaces, working closely with UX/UI designers and development teams to ensure technical feasibility and optimal user flow. 8+ years of experience as a Business Analyst with at least 2 years BA experience in Customer Experience in Financial Services Design thinking, ability to manage multiple stakeholder expectations, communicate in a clear non-ambiguous manner, conduct requirements workshops, drive decision making Experience in documenting business case, business process modelling, requirement elicitation through workshops Manage projects from inception through design to delivery An IT background with a solid grounding in technology Experience of working in both Agile & waterfall SDLCs Communication, group dynamics, collaboration and continuous improvement are core - being best practice driven