Job Title:
Business Analyst
Job Purpose:
Our client is seeking a Business Analyst to support the optimisation of the end-to-end customer credit application journey across a national merchant network. The successful candidate will play a key role in customer experience enhancement, process analysis, and product improvement initiatives. Working closely with merchants, customers, and internal stakeholders, they will identify operational inefficiencies, gather and define business requirements, and drive continuous improvement across systems and processes.
Key responsibilities include observing and analysing how customers and merchant staff interact with credit application systems, identifying pain points and process bottlenecks, and translating findings into clear business and system requirements. The role will also be responsible for supporting change initiatives through effective testing, quality assurance, and validation to ensure successful implementation and optimal user experience.
Responsibilities & Skills:
Business Analysis & Requirements Definition
- Elicit, analyse, and document business requirements based on real-world observations and stakeholder engagement.
- Translate operational insights into clear, structured functional and non-functional requirements.
- Define user stories, acceptance criteria, and process flows to support development teams.
- Act as a bridge between business stakeholders, product, and technology teams.
Customer Journey & Process Analysis
- Visit merchant locations to observe customer application processes in live environments.
- Identify inefficiencies, usability issues, and friction points within the application journey.
- Analyse behavioural patterns and process gaps impacting conversion and customer experience.
- Document current-state and future-state process flows.
Process Improvement
- Recommend and support the design of improvements to streamline workflows and enhance user experience.
- Collaborate with cross-functional teams to implement solutions that reduce friction and improve success rates.
- Support prioritisation of improvements based on business impact and feasibility.
Quality Assurance & Testing
- Participate in testing of system enhancements and new features.
- Validate that solutions meet defined business requirements and acceptance criteria.
- Ensure implemented changes effectively resolve identified issues and improve outcomes.
Continuous Improvement & Feedback Loops
- Monitor the impact of implemented changes in live environments.
- Maintain ongoing feedback loops with merchants and internal stakeholders.
- Contribute to the continuous optimisation of the credit application process.
Skills:
- Strong analytical and problem-solving abilities
- Requirements elicitation and documentation expertise
- Ability to translate business needs into clear technical requirements
- Strong stakeholder engagement and communication skills
- Experience working effectively with both technical and non-technical teams
- Experience in quality assurance and testing activities
Experience Needed:
- 3–7 years’ experience in roles such as:
- Business Analyst (preferred)
- Customer Experience Analyst
- Product Operations Analyst
- Process Improvement Analyst
- Operations Analyst
- Experience within financial services, credit, fintech, or retail finance is advantageous
- Exposure to customer-facing systems or digital application processes is beneficial
