Description
We are looking for a senior Business analyst for a major UK retail Bank Based in LondonRole: Senior Business Analyst Digital Banking Direct channels
Working as a customer change analyst in the operations & customer change team,
In full consultation with the business, the Customer Change Analyst is responsible for developing the customer proposition during Initiation; identifying impacts to the customer experience and developing treatment and launch plans to take the proposition to market. This role ensures that due diligence is undertaken, assessing each proposition/initiative from a Treating Customers Fairly perspective and ensuring that any changes to customers' Terms of Conditions are fully compliant with CCA legislation.
The role will be responsible for:
* Proposition development - both customer and merchant; identifying customer needs; drawing upon customer insight research; working with proposition owners across the business; presentation to Design and Delivery authorities etc.
* Customer impact assessments - experience statements; complaints analysis; media/regulatory/reputational appraisal; TCF etc. Presentation to the Customer Change Board to gain key governance approval to proceed.
* Customer treatment plans - working with Group Marketing, Legal, Compliance and the Business (eg product owners) to identify the treatments necessary and develop solutions (including full business case costs) eg campaign management, core messages for both colleagues and customers alike; channels to market etc.
* Stakeholder engagement (including briefing; confirming change ownership; facilitating workshops and conference calls; presentations to design authorities etc.)
* Project management (must be self-sufficient in this area - ability to prioritise own work; track progress; raise and manage RAIDs etc.)
* Facilitation of requirements workshops to structure the thinking of stakeholders in requirements elaboration
* Manage objections efficiently across the range of product, Digital, legal, compliance, fraud stakeholders, to close down debate on requirements scope and detail in order to keep the delivery on track
* Communicate effectively by summarising detail to a group of stakeholders, taking responsibility for the agreement and sign-off of requirements and design artefacts with stakeholders outside the programme and within the programme at the point of acceptance across to Build and Test.
* Effectively elaborate requirements into design, and direct the rest of the team on how design should be elaborated to ensure all design artefacts are aligned
* Identify and succinctly define risks and issues in order that a stakeholder audience can understand how to respond to the risk.
* Effectively perform defect analysis through the full life cycle of build and test, focused on rapid and clear diagnosis of issues.