Business analyst in customer complaints

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 in nature, covering change analysis, requirements definition, process improvement, and business adoption.

• 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.

• Demonstrable experience as a Business Analyst delivering complex change initiatives, ideally within customer complaints, remediation, or conduct‑focused programmes.
• Proven experience managing customer complaints within banking, retail banking, consumer lending, or wider financial services environments.
• 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.
• For this role, a valid working permit for the UK is mandatory.

• This is a 6 months fixed-term position located in London.
• Most of our clients now require a minimum of 3 days per week in the office, 2 days from home, and accordingly this is also the minimum expectation that Delta Capita require.