Job Description

As a Pega Business Analyst, you will play a key role in delivering efficient and effective business processes using the Pega CRM Platform. Working closely with Product Owners, Business Stakeholders, Solution Architects, Developers, QA, and operational teams, you will analyse business needs and translate them into high-quality functional requirements that support customer lifecycle management and workflow automation.

You will be responsible for analysing and improving end-to-end business processes across customer onboarding, customer servicing, financial crime, and operational processes. This includes defining business requirements, optimising customer journeys across multiple channels, and ensuring solutions improve operational efficiency, enhance the customer experience, and meet regulatory and compliance requirements.

Working collaboratively across business and technology teams, you will help deliver scalable, customer-centric CRM solutions using Agile delivery practices, ensuring business processes are aligned with Pega best practices and organisational objectives.

Please note that this is an onsite role that will require you to work within our London office (near Liverpool street) 5 days on site per week.

Responsibilities:

• Engage with business stakeholders to understand CRM, customer service, and operational requirements, facilitating workshops to elicit, analyse, and document business needs.
• Translate business requirements into detailed user stories, acceptance criteria, process flows, and functional specifications aligned with Pega best practices.
• Analyse and document end-to-end customer journeys, identifying opportunities to improve customer interactions, automate manual processes, and streamline case management.
• Define business rules, decision logic, case lifecycles, personas, user interfaces, and workflow requirements within the Pega application.
• Collaborate with Solution Architects and Pega Developers to ensure business requirements are technically feasible and aligned with the Pega implementation approach.
• Support the design of CRM capabilities including customer onboarding, customer servicing, complaints management, sales and service workflows, customer communications, and regulatory processes.
• Work closely with integration teams to define requirements for interfaces with CRM, KYC, document management, payment, authentication, and third-party systems using APIs, JSON, XML, and messaging services.
• Maintain and prioritise the squad’s product backlog, participating in backlog refinement, sprint planning, estimation sessions, daily stand-ups, sprint reviews, and retrospectives.
• Perform impact analysis for proposed changes, identifying downstream impacts across customer journeys, business processes, integrations, and operational teams.
• Support User Acceptance Testing (UAT), validating that delivered functionality meets business requirements and acceptance criteria.
• Review delivered functionality throughout the sprint lifecycle, ensuring solutions align with business objectives and Pega guardrail principles.
• Produce process models, business workflow diagrams, wireframes, and supporting documentation using tools such as Miro, Visio, Figma, or similar collaboration platforms.
• Analyse operational and customer performance metrics to identify opportunities for continuous improvement and process optimisation.
• Promote Agile and collaborative working practices while mentoring junior Business Analysts and contributing to continuous improvement within the BA community.
• Ensure all solutions comply with organisational governance, security, data privacy, regulatory, and audit requirements.
• Undertake such other duties, training and/or hours of work as may be reasonably required and which are consistent with the general level of responsibility of this role

KEY SKILLS AND EXPERIENCE

Essential:

• Proven Business Analyst experience delivering CRM or customer lifecycle solutions within financial services.
• Strong requirements elicitation, user story writing, process modelling, and stakeholder management skills.
• Experience working in Agile delivery teams, including backlog management, sprint planning, refinement, and UAT.
• Experience analysing end-to-end customer journeys and business process improvement.
• Experience using collaboration and process modelling tools such as Miro, Visio, or Figma.
• Excellent communication, analytical, and problem-solving skills.
• Self-motivated with the ability to mentor junior Business Analysts.

Desirable

• Experience working with the Pega Platform or other CRM platforms.
• Good understanding of the software development life cycle
• Understanding of APIs, XML, JSON, and system integrations.
• Relevant Business Analysis, Agile, or Pega certifications.