Business Analyst

Overview

In this onsite London role, you will translate business needs into functional requirements for Pega-driven CRM solutions. You’ll collaborate with product owners, stakeholders, and cross-functional teams to improve customer journeys and automate processes across onboarding, servicing, and regulatory workflows. You will ensure alignment with Pega best practices while delivering scalable, customer-centric outcomes that boost efficiency and customer experience. Your work supports compliance, governance, and continuous improvement in a dynamic financial services environment.

Responsibilities

• Engage stakeholders to elicit and document business needs for CRM, customer service, and operations
• Translate requirements into user stories, acceptance criteria, process flows, and functional specs aligned with Pega best practices
• Analyze end-to-end customer journeys to identify automation and efficiency opportunities
• Define business rules, decision logic, case lifecycles, personas, UI, and workflow requirements in Pega
• Collaborate with Solution Architects and Pega Developers to ensure feasibility and proper implementation approach
• Support design of onboarding, servicing, complaints, sales/service workflows, communications, and regulatory processes
• Define integration requirements with CRM, KYC, document management, payments, authentication, and third-party systems using APIs/XML/JSON
• Maintain and prioritise the squad backlog and participate in Agile ceremonies
• Conduct impact analysis for changes across journeys, processes, and integrations
• Support UAT and verify delivered functionality meets requirements and acceptance criteria
• Review delivered functionality to ensure alignment with objectives and Pega guardrails
• Produce process models, diagrams, and wireframes using Miro, Visio, Figma or similar tools
• Analyze performance metrics to drive continuous improvement and optimization
• Promote Agile practices and mentor junior BAs while contributing to BA community
• Ensure compliance with governance, security, data privacy, regulatory, and audit requirements
• Undertake additional duties as needed

Key requirements

• Proven BA experience delivering CRM or customer lifecycle solutions in financial services
• Strong requirements elicitation, user story writing, process modelling, and stakeholder management
• Experience in Agile delivery, including backlog management, sprint planning, refinement, and UAT
• Experience analysing end-to-end customer journeys and driving process improvement
• Experience using collaboration and process modelling tools (Miro, Visio, Figma)
• Excellent communication, analytical, and problem-solving skills
• Self-motivated with ability to mentor junior BAs

• communication
• analytical thinking
• problem-solving
• Pega Platform or other CRM platforms (desirable)
• APIs, XML, JSON
• process modelling and collaboration tools (Miro, Visio, Figma)

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