Business Analyst

What Your Day Looks Like

• Work closely with Product Owners, Developers, Testers, and business stakeholders to deliver enhancements and change across our CRM systems.
• Lead requirements gathering for new features, process improvements, and regulatory changes, using interviews, workshops, and data analysis.
• Document business requirements, user stories, acceptance criteria, and process flows for key CRM systems, ensuring clarity and traceability.
• Analyse and prioritise requirements to align with business goals and compliance needs (e.g., GDPR, SOX).
• Collaborate with technical teams to design and validate solutions, supporting UAT and production releases.
• Maintain and improve dashboards, reports, and KPIs to track business performance and system usage.
• Facilitate communication between business units, technology teams, and external vendors, ensuring alignment and timely delivery.
• Support backlog management, capacity tracking, and change impact assessment for CRM initiatives.
• Create business cases highlighting investment vs return expectations, outlining key success metrics

What We Expect From You

• 3+ years experience as a Business Analyst in financial services, collections, or technology environments.
• Proven ability to elicit, analyse, and document business and functional requirements for complex systems.
• Bring sufficient technical understanding to translate business needs into actionable requirements for the development team
• Experience documenting requirements in a way thats build-ready with clear user stories, acceptance criteria, and process flows
• Experience with process modelling (BPMN, UML), prototyping, and wireframing tools (e.g., Figma).
• Strong data analysis skills, including dashboard/report creation and KPI tracking.
• Familiarity with Agile and hybrid delivery models, backlog management, and prioritisation techniques (e.g., MoSCoW).
• Understanding regulatory requirements relevant to CRM systems (GDPR, SOX, FCA).
• Excellent communication and stakeholder management skills.

Youll Be

• Proactive in identifying opportunities for process and system improvement.
• Comfortable working across multiple teams and disciplines, including external vendors.
• Open to coaching, knowledge sharing, and continuous learning.
• Able to support both structured and exploratory analysis and development approaches.

Technical Exposure

• CRM platforms, including release management and feature documentation, those used within a call-centre setting is a plus
• Understanding of product architecture and data flows well enough to ask the right questions and avoid misinterpretation
• Usage of tools like Azure DevOps, SQL, Power BI, and Figma to validate assumptions and support solution design.
• Participation in UAT and environment setup to ensure whats delivered matches what was asked for.
• Data analysis and reporting tools (Excel, Power BI, SQL).
• Requirements management and collaboration tools (Azure DevOps, Jira, Confluence).
• Process modelling and prototyping tools (BPMN, UML, Figma, Axure)

Broader Responsibilities

• Contribute to continuous improvement backlog and DevOps readiness.
• Participate in environment setup, UAT, and testing as required.
• Support business readiness, training, and documentation for new releases and process changes.
• Ensure compliance with internal policies and external regulations.

The Perks

• Annual bonus eligibility (based on company and individual performance).
• Hybrid/flexible working hours.
• Opportunity to shape high-impact product channels for PRA Group.
• Structured coaching and mentoring.
• Considered learning and development plans.