Senior Business Analyst

Senior Business Analyst
Home-based with UK-wide Travel

Full Time, Permanent   
Band 4 / Competitive Salary (dependent on experience)

Here at Serco, we are seeking an experienced Senior Business Analyst to support the successful delivery of business change and transformation initiatives across our Citizen Services portfolio.

This is a key role responsible for leading business analysis activities across complex programmes and projects, ensuring business requirements are clearly defined, traceable and aligned with operational, contractual and financial objectives. The successful candidate will operate with a high level of autonomy, acting as a subject matter expert across business process design, digital systems, operational change and data-driven improvements.

Working across mobilisation and transformation programmes, the Senior Business Analyst will bridge the gap between business operations, technology teams and solution delivery, ensuring that solutions are practical, measurable and deliver meaningful outcomes for Serco and our clients.

This role requires a confident, proactive professional who can lead analysis activities independently, manage multiple workstreams, guide supporting analysts, and drive collaboration across senior stakeholders, operational leaders and technical teams.

As part of this you’ll:

• Lead business analysis activities across assigned projects, ensuring requirements are clearly defined, documented and aligned to programme objectives using appropriate tools and techniques.
• Own end-to-end business analysis governance across projects, maintaining quality, consistency and traceability of requirements.
• Facilitate cross-functional workshops with senior stakeholders, operational leaders, external partners and technical teams.
• Translate organisational needs into clear business requirements, user stories and acceptance criteria.
• Manage analysis activities across the intersection of business process, technology and solution delivery, ensuring alignment between workstreams.
• Support the design and optimisation of operational processes, including Business Process Re-engineering (BPR) and service improvement initiatives.
• Identify and drive innovation and automation opportunities in partnership with IT to deliver measurable efficiency gains.
• Contribute to benefits definition, tracking and measurement across transformation programmes.
• Support testing and acceptance activities by ensuring requirements are testable and clearly understood.
• Produce high-quality documentation aligned with programme and contractual requirements.
• Track and review business change outcomes, providing recommendations and continuous improvement insights.
• Contribute to business cases, cost-benefit analysis and operational efficiency initiatives.
• Provide mentorship and guidance to supporting Business Analysts.
• Engage confidently with stakeholders at all organisational levels, including operational SMEs, directors and executive leadership.

What you’ll need to do the role:

• BCS Business Analysis Practitioner certification (or equivalent).
• Proven experience delivering business analysis within large-scale or multi-site transformation environments.
• Ability to operate autonomously, leading analysis activities with minimal supervision.
• Strong expertise in business process design, service improvement and operational change.
• Experience applying methodologies such as BPR, LEAN, root cause analysis and process optimisation.
• Experience driving innovation and automation initiatives in partnership with IT teams.
• Ability to develop domain expertise quickly and act as a recognised subject matter expert.
• Demonstrable experience mentoring or leading other Business Analysts.
• Strong stakeholder management and influencing skills across technical and operational teams.
• Experience contributing to business cases, financial analysis and cost-benefit assessments.
• Ability to identify opportunities for operational efficiency and cost savings.
• Excellent planning, organisation and prioritisation skills.
• Strong analytical and logical decision-making capability.
• Ability to communicate complex information clearly to a range of audiences.
• Experience facilitating structured workshops with internal and external stakeholders.
• Proven ability to work under pressure and deliver outcomes within tight deadlines.
• Flexibility to support programmes across the Citizen Services portfolio.
• Willingness to travel to other sites when required.

Why Serco:

Meaningful and vital work: In this position, your work is vital to the business, in terms of decisions and growth. You will gain a world of opportunity working for a globally operating business delivering essential services across 5 vital sectors, personal growth, achievement and development won’t be hard to find. You'll also work with great people. You’ll find yourself working in a highly motivated, supportive environment where no two days are the same, with experienced colleagues who strive for excellence.

What we offer:

• Flexible working considered
• Pension – 6%
• Chance to contribute to innovation in the public services
• A company passionate about diversity and inclusion
• Serco discounts which include cinema, merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships.
• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Simply Health Cash Plans, and more.
• A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco.
• A safe and supportive culture.

About Serco
At Serco, not only is the nature of the work we do important, everyone 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 – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (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 Gold 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.