Business Analyst - Customer Journey
| Posting date: | 19 June 2025 |
|---|---|
| Salary: | £43,323 per year |
| Hours: | Full time |
| Closing date: | 29 June 2025 |
| Location: | Sunderland, Tyne & Wear |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Gentoo Group Ltd |
| Job type: | Contract |
| Job reference: |
Summary
Advertising Description
Gentoo is on an exciting journey to transform both our customer journey and our colleague experience. We are currently recruiting into our Business Improvement & Change function and are looking for experienced Business Analyst to join us and be part of a team that is central to delivering valuable business change.
As a Business Analyst, you will be a critical partner to all areas of the Group, bringing your expertise to both strategic transformation and day-to-day operational improvements. You will thrive on the challenges of change and enjoy the fast past of delivery. You will be at the forefront of driving meaningful impact – identifying, scoping, and investigating business problems and opportunities to deliver real, measurable value.
The role is based in our Doxford Park, Sunderland head office. We know how important it is to have a great work-life balance; therefore, we offer flexible working arrangements, including a proportion of homeworking, in accordance with your role type and the needs of our business.
If you are passionate about making a difference and shaping the future of services for our customers and colleagues, we’d love to hear from you.
The role is subject to a basic DBS paid for by Gentoo.
Key Responsibilities include:
Collaborate with stakeholders to identify and clearly document business problems and opportunities.
Assess and implement the most appropriate approach and tools as part of each project or initiative.
Redesign business processes by documenting and analysing both current (‘as is’) and future (‘to be’) to enable the business to shape services that meet our customers, and business needs to support the creation of efficient, end-to-end (E2E) solutions.
Support in the creation and development of user stories and capture business requirements.
Ensure all process scenarios are considered, including both “happy” and “unhappy” paths, to build resilient solutions.
Work closely with cross functional teams and facilitate discussions to gather insights to achieve overall goals.
Prepare and deliver clear, insightful reports and presentations to communicate key findings and recommendations to key stakeholders.
Support solution implementation by participating in user acceptance testing (UAT) to ensure business needs are met.
Lead lessons learned and feedback sessions to continuously improve processes and future ways of working.
We are looking for you to bring:
Previous experience of working in a dedicated Business Analyst role, ideally within a highly regulated industry.
Strong analytical and problem-solving skills, with the ability to formulate strategies and solutions to complex issues.
Data-driven mindset, with experience using data to uncover insights, support business cases and improve performance.
Knowledge of analysing large datasets using tools such as Excel, SQL, or Power BI to identify trends and support decision-making.
Robust knowledge of business analysis methodologies, frameworks, tools, and techniques.
Excellent communications and engagement skills with a range of stakeholders, with the confidence to facilitate discussions, influence stakeholders, and drive decisions.
Exceptional stakeholder management, with a proven ability to bridge the gap between operational and technical teams, aligning diverse perspectives into clear, actionable requirements.
Desirable:
Solid understanding of project management principles, with experience in delivery focused project environments and contributing to multiple project streams simultaneously.
Ability to work on own initiative, prioritise delivery and plan workload accordingly.
An awareness of change impacts to colleagues and customer journeys and touchpoints.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.