Senior Business Analyst - Ops Transformation (Fintech)

TL;DR

Senior Business Analyst - Ops Transformation (Fintech): Leading the optimization of customer services operating models and customer experience with an accent on automation and AI integration. Focus on redesigning manual processes, streamlining workflows, and implementing digital-first demand management to improve operational efficiency.

Location: Hybrid (London, UK)

Company

A financial technology business revolutionizing retirement and savings through a cloud-native digital platform.

What you will do

• Lead the design and implementation of automation and AI tooling to optimize the customer services operating model.
• Redesign manual processes and inefficiencies using digital-first principles to manage demand more effectively.
• Collaborate cross-functionally with technology, data, compliance, and customer experience teams to deliver scalable solutions.
• Monitor performance metrics and KPIs to track efficiency gains, customer satisfaction, and demand reduction.
• Drive cultural change and adoption of new digitally enabled ways of working across the organization.

Requirements

• Proven experience as a Senior Business Analyst or Product Owner.
• Experience in regulated operational environments, preferably within financial services and pensions.
• Strong track record of implementing automation and digital customer journeys.
• Deep understanding of process optimization, demand management, and operational design.
• Ability to engage stakeholders constructively and influence at all levels of the organization.
• Experience working in agile environments and managing product roadmaps.

Culture & Benefits

• 25 days’ holiday per year, increasing with length of service.
• £500 annual training budget for professional development.
• Extensive private healthcare, including dental, eyecare, and EAP.
• Enhanced sick leave (three months’ pay) and maternity/paternity leave.
• Fully-paid five-week sabbatical after five years of employment.
• In-office wellbeing perks, such as manicures, massages, and barbers.