The Opportunity
We're supporting a leading UK Insurance organisation undergoing a significant customer outcomes and data transformation programme.
As part of a wider initiative focused on improving complaints management, customer experience and regulatory reporting, they are looking to appoint an experienced Business Analyst to join a specialist Data & MI workstream.
The Role
The successful Business Analyst will work closely with Reporting & Insights, Data Engineering, Data Architecture and third-party service providers to improve the way complaints data is captured, processed and reported.
You will analyse existing reporting processes, define future-state requirements, assess data quality and reconciliation needs, and contribute to the delivery of a more automated and scalable complaints MI capability.
This is an excellent opportunity for someone with strong data-focused BA experience who enjoys operating between business and technology teams in a highly regulated environment.
Key Responsibilities
- Gather, challenge and document business requirements across complaints reporting and management information processes.
- Facilitate workshops with operational, regulatory, data and technology stakeholders.
- Analyse existing complaints data flows, reporting processes and manual interventions.
- Perform detailed data analysis to identify gaps, inconsistencies and reconciliation requirements across multiple data sources.
- Produce business requirements, user stories, acceptance criteria and process documentation.
- Define data requirements, business rules, field definitions and source-to-target mappings.
- Support the development of automated reporting and data ingestion capabilities.
- Assess impacts on regulatory reporting, governance processes and business operations.
- Work with internal stakeholders and external service providers to understand data availability and reporting requirements.
- Maintain RAID logs, decision logs and prioritised delivery backlogs.
- Provide regular updates and recommendations to programme stakeholders and leadership teams.
Essential Experience
- Proven Business Analyst experience within UK Insurance or Financial Services environments.
- Strong experience delivering data, MI, reporting or analytics-focused projects.
- Demonstrable experience gathering and documenting complex business and data requirements.
- Strong stakeholder management skills across business and technical functions.
- Process mapping experience using BPMN or similar methodologies.
- Hands-on data analysis skills using SQL and Excel.
- Understanding of data warehousing, data integration and modern cloud-based data platforms.
- Experience producing data dictionaries, data mappings and functional requirements documentation.
- Knowledge of complaints processes, conduct risk, customer outcomes or regulatory reporting.
- Experience working within Agile delivery environments.
Desirable Experience
- Life & Pensions sector experience.
- Knowledge of FCA complaints reporting requirements.
- Understanding of Consumer Duty regulations.
- Experience working with third-party administrators or outsourced service providers.
- Exposure to Azure-based data platforms and reporting environments.
- Data quality, reconciliation or data governance experience.
- Power BI or similar reporting tools.
- Experience supporting customer journey analysis or root cause analysis initiatives.
Personal Attributes
- Able to bring structure and clarity to complex programmes.
- Strong analytical and problem-solving capabilities.
- Comfortable challenging assumptions and driving stakeholder alignment.
- Excellent communication and documentation skills.
- Detail-oriented whilst maintaining focus on business outcomes.
- Capable of operating effectively across multiple teams and workstreams.
Contract Details
Role: Business Analyst - Complaints Data & MI
Contract Length: 6 months Initial Contract
Engagement: Outside IR35
Location: Hybrid UK
Sector: Insurance
Preferred Background: Life & Pensions
Start: ASAP
This is a fantastic opportunity to join a high-profile transformation programme focused on improving customer outcomes, enhancing complaints insight, and delivering a modern data-driven reporting capability within a leading insurance environment.