Business Analyst

Overview

As a Business Analyst, you will translate business needs into actionable requirements to enhance the Pega CRM platform. You’ll work within Agile squads to deliver customer-centric solutions across onboarding, servicing, financial crime and operational workflows. You collaborate with Product Owners, architects, developers and QA to ensure clear, testable requirements and smooth delivery. You will help optimise customer journeys, support regulatory standards and drive continuous improvement in a complex CRM environment. This role offers the chance to shape end-to-end processes and impact customer experience at scale.

Responsibilities

• Elicit and document business and operational requirements from stakeholders
• Create user stories, acceptance criteria, process flows and functional specifications
• Analyse customer journeys to identify process and experience improvements
• Collaborate with Product Owners, Architects, Developers and QA to ensure clear delivery
• Support CRM capabilities across onboarding, servicing, financial crime and operations
• Facilitate Agile ceremonies (backlog refinement, sprint planning, stand-ups, reviews, retrospectives)
• Coordinate User Acceptance Testing and support impact assessments
• Create and maintain process diagrams and artefacts using Miro, Visio or Figma
• Identify opportunities for continuous improvement in business processes and journeys
• Ensure solutions align with governance and regulatory standards

Key requirements

• Experience as a Business Analyst
• Strong requirements gathering and process mapping skills
• Excellent communication and stakeholder engagement
• Experience in Agile delivery environments
• Strong analytical, problem-solving and organisational abilities
• Experience with Miro, Visio or Figma for process modelling

• Communication
• Stakeholder engagement
• Collaboration
• Miro
• Visio
• Figma

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