Business Analyst, Service Strategy and Optimisation

Business Analyst, Service Strategy and Optimisation The Business Analyst (BA), will play a critical role in defining and enabling exceptional client service and operational excellence through business process and technology change within the Service Strategy and Optimisation (SSO) Team
In this newly created role, you will help deliver continuous improvement across our current client journeys, systems, processes, and platforms. By collecting, analysing, and interpreting data from various sources, you will support the Digital Transformation Roadmap and project portfolio. To succeed, the BA will need to build a deep understanding of Arbuthnot Latham’s operating model (People, Process, and Technology) and will work on agreed initiatives, document client-focused business requirements and capture changes to our client journey and experiences. You will be at the forefront of driving positive change, ensuring our Platform and proposition evolves to meet the needs of our clients and colleagues.
You will work closely with colleagues across the business to understand the needs of each team and client persona in relation to specific business challenges or potential changes/transformation. Responsibilities include:
Supporting the Head of SSO to create and implement a comprehensive strategy for end-to-end client service across private, commercial, and wealth management journeys, aligning this strategy with our Client Promises to ensure a seamless and efficient experience.
Maintaining, and updating client journeys and service blueprints as we enhance our client experiences.
Gathering, identifying, and documenting business requirements through virtual and face-to-face interviews, focus groups, and workshops with key stakeholders.
Evaluating existing operating models to design and propose new and improved solutions.
Identifying and capture data
which through analysis and visualisation, empower decision makers to make informed decisions.
Assessing current operating models to devise and recommend enhanced solutions.
Remaining up-to-date with internal and external Change Management and Business Analysis methodologies and best practices.
Working closely with internal teams and external partners, acting as a ‘translator’ to bridge business need and technical capability
Key Interfaces:
Business Analysts
Heads of Business Areas / Directors
Business and Operational SMEs
Client Insights Managers, Marketing
Senior representatives of Private & Commercial Banking and Wealth Management
Heads of Platform
Business Architect/Technology Architect
Project Managers and SMEs
Person Specification
Knowledge/Experience/Skills:
Proven track record in similar BA roles, showcasing core Business Analyst responsibilities.
Skilled in applying key Business Analysis tools and methodologies.
Industry experience, familiarity with Financial Services Regulations, including GDPR/Data Protection.
Proficient in data analysis and data visualisation techniques.
Change and Transformation experience with exposure to waterfall and Agile delivery methodologies.
Effective working independently and within a team.
Methodical, meticulous, and detail-oriented
Proficient in managing multiple projects concurrently.
Strong verbal and written communication skills are essential.
Ability to convey business requirements in a manner accessible to both technical and non-technical audiences.
Proficient in developing persuasive business cases for organisational change.
Proficient Microsoft Office tools, particularly PowerPoint, Excel, Visio is necessary for effective communication and documentation.
Client Focus
Planning and reviewing
Influencing Others
Creativity and Innovation
Communication & confidence
About Us
Life, Work and Benefits
Arbuthnot Latham is committed to equal-opportunities for all staff and candidates. We embrace inclusion & diversity and understand why they are critical for the success of our business and people.
Competitive salary, pension & holiday allowance
BUPA Health cover
4x Life Assurance
Discretionary bonus
Market leading maternity/paternity and menopause policies
Data Privacy and Reasonable adjustments
We take keeping your data security seriously. For more detail on how we may keep your data please refer to our Privacy Notice
Reasonable adjustments
: Please let us know of any adjustments or arrangements that you may need to help you apply to this role or that will help you during the recruitment process. If you wish to discuss any particular requirements or concerns you have because of a disability or medical condition please contact us at ##### . Information you provide about any disability or medical condition will remain confidential unless it is necessary to disclose it to other members of staff or outside agencies to ensure the health and safety of yourself and others, or to implement the adjustments you require. In these circumstances we will first discuss with you how and to whom the information may be disclosed.
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