Business Analyst

Job title: Business Analyst

Location: Homebased, with occasional travel to contract sites

Band: 5

Contract: 12 month fix term contract

Here at Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP).

Our extensive experience supporting complex case management services across the globe and experience of working with the DWP, enables us to impact a better future for all. Service users are treated with care and respect, and our colleagues thrive in a supportive culture. 

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.

About Serco
At Serco, not only is the nature of the work we do important, but everyone also has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare, and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco, you will have unlimited access to our Global Employee Networks – Serco Inspire (Gender), Serco Embrace (Multicultural), Serco Unlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 

Apply

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens, we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Silver Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.  For help with your application please contact 0345 010 4000.

At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.

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