Business Analysis6 Month initial contract (potential to extend)Hybrid working (2 days per week onsite in Chester)Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone s chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.My high profile banking client requires a Business Analyst to take care of the end-to-end customer journeys and experience as a result of a significant transformation as part of a new contract and commercial agreement. Working closely with cross-functional teams and operational departments, you ll ensure business readiness, identify and resolve customer experience gaps, and support the successful delivery of this high-profile programme.Key Responsibilities:Business Readiness: Collaborate with operational teams (e.g., telephony, complaints) to assess and mitigate impacts on operational areas.Process and Journey Mapping: Support Project Managers by creating detailed process mappings, customer journey maps, CX maps, and documentation.Customer Communication: Support the execution of the agreed communication strategy, ensuring customers are informed and confident during the transition.Testing and Migration: Assist in testing with a small proportion of customers, ensuring seamless technical and business transitions.Agile Delivery: Operate within an agile environment using tools like Jira and Confluence to support collaborative, efficient programme delivery.Essential Skills & Experience:Strong previous background as a Business AnalystProven experience in Business ReadinessStrong familiarity with Agile methodologies and tools (Jira, Confluence).Proven experience in process documentation, journey mapping, and CX improvement.Strong analytical and problem-solving skills to support operational impact assessments.Highly Desirable Skills:Previous experience with Credit Card Migration Programmes.In-depth knowledge of credit card products and systems.Financial Services industry experience.Migration experience, particularly involving large-scale programmes (e.g., customer data or systems migrations).If this is of interest, please respond with an up to date CV and rate/salary expectations. If you have not received a response within a 48 hour period, please assume that your application has been unsuccessful on this ocassion.











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