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About the Role

We are seeking an experienced Business Analyst to support a large-scale regulatory remediation and customer complaints transformation programme. This role is end-to-end, covering change analysis, requirements definition, process improvement, and business adoption. The successful candidate will be a confident communicator, comfortable navigating ambiguity, shaping outcomes, and working closely with senior stakeholders and operational teams to drive meaningful change.

Responsibilities

Analyse current-state processes, systems, and operating models to identify gaps, inefficiencies, and improvement opportunities.
Define future-state processes, workflows, and business rules aligned to project outcomes.
Support change impact assessments, readiness activities, and business adoption planning.
Facilitate workshops, interviews, and sessions to gather insights and drive shared understanding.
Capture and validate business requirements, user stories, acceptance criteria, and non-functional needs.
Ensure requirements are traceable, testable, and aligned to approved change outcomes.
Support solution design by providing business context and representing stakeholder needs.
Build strong relationships across multiple levels to gather input, resolve issues, and influence decisions.
Present findings, options, and recommendations clearly and objectively.
Support communication planning, training coordination, and stakeholder engagement activities.
Map end-to-end complaint handling processes, identify key control points, and ensure changes support regulatory, customer, and operational outcomes.
Collaborate with operational teams to embed changes effectively.
Contribute to test planning, UAT support, and validation of business outcomes.
Maintain high-quality documentation including process maps, requirements packs, change logs, and decision records.
Support RAID management, ensuring timely escalation and resolution of issues.
Work with project and programme managers to ensure scope, timelines, and dependencies are well managed.

Requirements

Demonstrable experience as a Business Analyst delivering complex change initiatives, ideally within customer complaints, remediation, or conduct-focused programmes.
Strong experience working within the retail banking or consumer financial services domain.
Proven ability to analyse processes, define requirements, and support end-to-end delivery.
Excellent stakeholder management and communication skills.
Experience with process mapping, requirements documentation, and workshop facilitation.
Understanding of change management principles and business readiness activities.
Strong organisational skills with the ability to manage competing priorities.
Must have retain banking background.
A valid working permit for the UK is mandatory.

Skills

Change Analysis
Requirements Definition
Process Improvement
Business Adoption
Stakeholder Management
Communication
Influencing Skills
Problem Solving
Process Mapping
Requirements Documentation
Workshop Facilitation
Change Management
Business Readiness
Organisational Skills
RAID Management

Location

London

Work Type

Hybrid
Fixed-term

Experience Level

Experienced

About the Company

Delta Capita Group (a member of the Prytek Group) is a global managed services, consulting, and solutions provider with a unique combination of experience in Financial Services and technology innovation capability.
Our mission is to reinvent the financial services value chain providing technology based mutualized services for financial institutions for non-differentiating services.
Our 3 offerings are: Managed Services, Consulting & Solutions, Technology.

Equal Opportunity

Delta Capita is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, colour, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. If you require any reasonable adjustments through your interview process, please use the designated space within the application questionnaire.