Business Analyst
| Posting date: | 12 January 2026 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £40000-50000 per annum |
| Hours: | Full time |
| Closing date: | 21 January 2026 |
| Location: | Homebased, Homebased |
| Company: | Serco Limited |
| Job type: | Permanent |
| Job reference: | 307079-43893878 |
Summary
Serco Limited
Key purpose
To provide senior business analysis support across a portfolio of workforce and operational change projects, ensuring that decisions are evidence-based, solutions are practical and co-designed where appropriate, and that agreed changes deliver measurable improvements in attraction, retention, capability and operational performance.
The role will work closely with the Project Manager and a wide range of stakeholders to support the design, delivery and evaluation of change initiatives, operating within a hybrid delivery environment combining structured governance with Agile delivery practices.
Structure and reporting relationship
This role reports to the Head of Operational Excellence in the Transformation division of the HAAS contract.
Key accountabilities
Business analysis and discovery
- Structured discovery and analysis activities across multiple projects in order to understand current performance, challenges and opportunities across people, process and data.
- To analyse quantitative and qualitative information, including workforce and engagement data, operational performance metrics, desk research and benchmarking, and insight gathered through interviews, focus groups and workshops.
- To translate complex analysis into clear, evidence-based findings, options and recommendations to support effective decision-making by senior stakeholders.
- To support co-design approaches by enabling stakeholders and colleagues to shape solutions informed by insight and evidence rather than prescriptive assumptions.
Business process analysis and improvement
- To map and document current-state and future-state business processes across workforce, training, reward and operational activities.
- To conduct time-and-motion studies, effort mapping and workload analysis to identify inefficiencies, duplication and opportunities to release capacity.
- To support the design of pragmatic, implementable future-state processes and operating models aligned to business priorities and contractual requirements.
- To support identified business process improvement and re-engineering activities in collaboration with operational and subject matter experts
Benefits realisation and evaluation
- To support the definition of expected benefits for each project, including improvements in productivity, volume, retention, capability and colleague experience.
- To work with Finance and other stakeholders to support affordability assessments and business case development.
- To track and review the delivery of business change activity against agreed outcomes, identifying risks, issues and opportunities for improvement.
- To support post-implementation evaluation and benefits realisation activity, providing recommendations for refinement and continuous improvement.
Stakeholder engagement and delivery support
- To liaise and consult with a wide range of internal and external stakeholders, including HR, Finance, Communications, operational and clinical leaders, unions and senior leadership teams.
- To plan and facilitate workshops, focus groups and working sessions to gather insight, test assumptions and support collaborative problem-solving.
- To operate effectively within a hybrid delivery environment, supporting the Project Manager with work package definition, dependency management, and risk and issue identification.
- To produce proportionate, high-quality documentation and materials aligned to business needs and governance requirements.
System-enabled change and workforce management
- To support system-enabled change initiatives where required, including contributing to the definition and documentation of business requirements for workforce management and related systems.
- To work with vendors, technical specialists and internal teams to ensure business requirements are clearly understood, feasible and aligned to operational needs.
- To support user acceptance testing and operational readiness activity, including the definition of test scenarios, coordination of testing activity, and analysis of findings.
- To ensure system-enabled changes are considered alongside people, process and policy impacts to support successful adoption.
Essential technical and professional skills, knowledge, and qualifications
Technical and Professional Skills
- Strong business analysis capability, with experience leading discovery, analysis and option appraisal in complex, multi-stakeholder environments.
- Proven ability to analyse and interpret both quantitative and qualitative data and translate insight into clear, actionable recommendations.
- Strong business process mapping and improvement skills, including experience of time-and-motion or effort analysis.
- Experience of supporting system-enabled change initiatives, including requirements definition, business process alignment and user acceptance testing.
- Ability to translate business needs into clear, structured requirements and scenarios that can be understood by technical and non-technical audiences.
- Strong facilitation and stakeholder engagement skills, with the ability to work effectively across diverse groups and levels of seniority.
- Ability to operate with a high degree of autonomy, managing multiple priorities across concurrent projects.
- Clear, concise communication skills, with the ability to tailor messages to different audiences.
Knowledge and Qualifications
- Experience in a Senior Business Analyst or equivalent role.
- Experience supporting workforce, operational or service transformation initiatives.
- Experience working within structured governance frameworks alongside Agile delivery practices.
- Experience working with third-party suppliers or vendors during solution selection, implementation or optimisation activity is desirable.
- Knowledge of outsourced service, public sector or regulated environments is desirable.
- Knowledge of, or exposure to, Lean, Six Sigma or other continuous improvement methodologies is desirable.
- Relevant professional qualifications or training in business analysis, change management or continuous improvement are desirable but not essential
Additional / special features of the role
- This is a time-limited role aligned to a defined portfolio of change, requiring flexibility and adaptability as priorities evolve.
- The role will work across multiple projects simultaneously and will require close collaboration with internal and external stakeholders.
- Some flexibility in working hours may be required to support workshops, engagement activity or key delivery milestones.
- The role must be carried out in line with Serco’s Equalities Policy, Health & Safety requirements and organisational values.
What we offer
- Up to 6% contributory pension scheme
- Life insurance
- 25 days annual leave plus bank holidays. Options for annual leave purchase
- A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Wisdom App, Simply Health cash plans, Bupa anytime helpline, free flu vaccines, eye tests and more.
- A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion.
- Company discounts which include cinema, merlin entertainment and online shopping and discounts on mobile phone plans and leisure centre memberships.
- Interesting and enjoyable work.
- Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.
Key purpose
To provide senior business analysis support across a portfolio of workforce and operational change projects, ensuring that decisions are evidence-based, solutions are practical and co-designed where appropriate, and that agreed changes deliver measurable improvements in attraction, retention, capability and operational performance.
The role will work closely with the Project Manager and a wide range of stakeholders to support the design, delivery and evaluation of change initiatives, operating within a hybrid delivery environment combining structured governance with Agile delivery practices.
Structure and reporting relationship
This role reports to the Head of Operational Excellence in the Transformation division of the HAAS contract.
Key accountabilities
Business analysis and discovery
- Structured discovery and analysis activities across multiple projects in order to understand current performance, challenges and opportunities across people, process and data.
- To analyse quantitative and qualitative information, including workforce and engagement data, operational performance metrics, desk research and benchmarking, and insight gathered through interviews, focus groups and workshops.
- To translate complex analysis into clear, evidence-based findings, options and recommendations to support effective decision-making by senior stakeholders.
- To support co-design approaches by enabling stakeholders and colleagues to shape solutions informed by insight and evidence rather than prescriptive assumptions.
Business process analysis and improvement
- To map and document current-state and future-state business processes across workforce, training, reward and operational activities.
- To conduct time-and-motion studies, effort mapping and workload analysis to identify inefficiencies, duplication and opportunities to release capacity.
- To support the design of pragmatic, implementable future-state processes and operating models aligned to business priorities and contractual requirements.
- To support identified business process improvement and re-engineering activities in collaboration with operational and subject matter experts
Benefits realisation and evaluation
- To support the definition of expected benefits for each project, including improvements in productivity, volume, retention, capability and colleague experience.
- To work with Finance and other stakeholders to support affordability assessments and business case development.
- To track and review the delivery of business change activity against agreed outcomes, identifying risks, issues and opportunities for improvement.
- To support post-implementation evaluation and benefits realisation activity, providing recommendations for refinement and continuous improvement.
Stakeholder engagement and delivery support
- To liaise and consult with a wide range of internal and external stakeholders, including HR, Finance, Communications, operational and clinical leaders, unions and senior leadership teams.
- To plan and facilitate workshops, focus groups and working sessions to gather insight, test assumptions and support collaborative problem-solving.
- To operate effectively within a hybrid delivery environment, supporting the Project Manager with work package definition, dependency management, and risk and issue identification.
- To produce proportionate, high-quality documentation and materials aligned to business needs and governance requirements.
System-enabled change and workforce management
- To support system-enabled change initiatives where required, including contributing to the definition and documentation of business requirements for workforce management and related systems.
- To work with vendors, technical specialists and internal teams to ensure business requirements are clearly understood, feasible and aligned to operational needs.
- To support user acceptance testing and operational readiness activity, including the definition of test scenarios, coordination of testing activity, and analysis of findings.
- To ensure system-enabled changes are considered alongside people, process and policy impacts to support successful adoption.
Essential technical and professional skills, knowledge, and qualifications
Technical and Professional Skills
- Strong business analysis capability, with experience leading discovery, analysis and option appraisal in complex, multi-stakeholder environments.
- Proven ability to analyse and interpret both quantitative and qualitative data and translate insight into clear, actionable recommendations.
- Strong business process mapping and improvement skills, including experience of time-and-motion or effort analysis.
- Experience of supporting system-enabled change initiatives, including requirements definition, business process alignment and user acceptance testing.
- Ability to translate business needs into clear, structured requirements and scenarios that can be understood by technical and non-technical audiences.
- Strong facilitation and stakeholder engagement skills, with the ability to work effectively across diverse groups and levels of seniority.
- Ability to operate with a high degree of autonomy, managing multiple priorities across concurrent projects.
- Clear, concise communication skills, with the ability to tailor messages to different audiences.
Knowledge and Qualifications
- Experience in a Senior Business Analyst or equivalent role.
- Experience supporting workforce, operational or service transformation initiatives.
- Experience working within structured governance frameworks alongside Agile delivery practices.
- Experience working with third-party suppliers or vendors during solution selection, implementation or optimisation activity is desirable.
- Knowledge of outsourced service, public sector or regulated environments is desirable.
- Knowledge of, or exposure to, Lean, Six Sigma or other continuous improvement methodologies is desirable.
- Relevant professional qualifications or training in business analysis, change management or continuous improvement are desirable but not essential
Additional / special features of the role
- This is a time-limited role aligned to a defined portfolio of change, requiring flexibility and adaptability as priorities evolve.
- The role will work across multiple projects simultaneously and will require close collaboration with internal and external stakeholders.
- Some flexibility in working hours may be required to support workshops, engagement activity or key delivery milestones.
- The role must be carried out in line with Serco’s Equalities Policy, Health & Safety requirements and organisational values.
What we offer
- Up to 6% contributory pension scheme
- Life insurance
- 25 days annual leave plus bank holidays. Options for annual leave purchase
- A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Wisdom App, Simply Health cash plans, Bupa anytime helpline, free flu vaccines, eye tests and more.
- A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion.
- Company discounts which include cinema, merlin entertainment and online shopping and discounts on mobile phone plans and leisure centre memberships.
- Interesting and enjoyable work.
- Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.
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.