Job Description

Who are we?

Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries.

People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities – work / life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden.

The Business Systems Lead will provide business-focused ownership, coordination and operational support for all aspects of the UK Epic platform as it moves into a stable, steady-state environment, along with client automation use case delivery. The role will retain and embed critical business and system knowledge, support future acquisition data migrations, maintain clear documentation and training materials, and ensure Epic-related activity is properly coordinated across business, transformation, technology and support teams.

The role is not expected to sit within IT or act as a technical developer. It is a business-facing role that understands how Epic supports operational processes, where the key risks and dependencies sit, and how to translate business needs into clear requirements, support routes, documentation and repeatable migration processes.

Key Responsibilities

• Act as the UK business subject matter expert for Epic, ensuring key platform, process and operational knowledge is retained, documented and accessible.
• Own the business view of Epic, including how the platform supports operational processes, MI reporting, user activity and future acquisition integration.
• Support future acquisition data migrations into Epic, including business data mapping, validation, testing, cutover readiness, reconciliation, user acceptance and post-migration support.
• Maintain a clear and repeatable migration playbook, capturing risks, common issues, dependencies, decisions, lessons learned and workaround processes.
• Work closely with Operations, Transformation, Business Analysts, Project Managers, Technology and Application Support to ensure Epic-related and client automation use case activity has clear ownership and routes for resolution.
• Coordinate business queries, change requests, incidents and escalation routes, ensuring issues are triaged appropriately and handed to technical or application support teams where required.
• Support the definition of a light-touch Epic support model, including the respective roles of the business, UK Application Support and any US Employee Benefits Epic support capability.
• Maintain up-to-date user guidance and training materials, including Epic Browser training videos, MI reporting documentation and relevant content on the Transformation Hub or SharePoint.
• Identify known system limitations, process risks, operational impacts and areas where specialist Epic knowledge is required, ensuring these are documented and escalated where appropriate.
• Contribute to assessments of the UK Epic roadmap, highlighting where planned development, integration, regulatory change or operational demand may require additional business or specialist support.
• Support knowledge transfer from the outgoing role holder and ensure critical background knowledge and migration history are not lost during transition.

Key Capabilities and Experience

• Strong business analysis or business systems experience, ideally in an operations, transformation, integration or systems-enabled change environment.
• Ability to understand business processes and how they are enabled by systems, without needing to be a technical developer or sit within an IT team.
• Practical experience of data migration activity, including mapping, cleansing, validation, testing, cutover readiness and reconciliation.
• Experience supporting operational platforms, ideally within benefits, insurance, broking, policy administration or a similar regulated environment.
• Strong documentation and knowledge management capability, with the ability to turn complex system and operational knowledge into clear, repeatable guidance.
• Good understanding of change requests, incident triage, service ownership, escalation routes and light-touch support models.
• Strong stakeholder management skills, with the confidence to work across Operations, Transformation, Technology, Application Support and external or group support teams.
• High attention to detail, with the ability to identify risks, dependencies, knowledge gaps and operational impacts before they become issues.
• Clear communication style, with the ability to explain system and process matters in plain business language for users, stakeholders and support teams.
• Outcome-focused mindset, with the ability to prioritise business continuity, risk reduction, user support and repeatable migration delivery.

Candidate Profile

The ideal candidate is likely to come from a Senior Business Analyst, Business Systems Lead, Systems Change Lead or operational transformation background. They should be comfortable working with system detail, data migration and support processes, but their primary strength should be business understanding, stakeholder coordination, documentation, operational risk management and proactive stakeholder management.

This role would suit someone who is hands-on, structured and detail-oriented, with enough system confidence to challenge, investigate and coordinate effectively, but who remains firmly business-facing rather than technically owned by IT.

Success Measures

• Critical Epic knowledge is captured, documented and accessible before the current role holder leaves.
• Future acquisition data migrations can be delivered using a clear, repeatable business migration playbook rather than relying on individual tacit knowledge.
• Epic-related business queries, incidents, change requests and escalations have clear ownership and routes for resolution.
• Training videos, MI reporting documentation and user guidance are current, accurate and stored in the agreed locations.
• The UK Epic support model is clearly defined, including boundaries between business ownership, Application Support and any US team support.
• Operational risk is reduced as Epic transitions from a major consolidation programme into a steady-state business support model.
• Business users understand where to go for Epic support and how issues, changes and migration activity will be managed.

Reporting and Working Relationships

The role should sit close to the business, within Operations, Transformation or a business change function, rather than within IT. It will work closely with Technology and Application Support but will primarily represent the business view of Epic and client automation requirement, ensuring operational needs, user impacts, migration requirements and support arrangements are clearly understood and managed.

Hybrid - The role is based at 1CP London and requires at least three days per week in the office.

What do we offer in return?

A career that you define. At Howden, we value diversity – there is no one Howden type. Instead, we’re looking for individuals who share the same values as us:

• Our successes have all come from someone brave enough to try something new

• We support each other in the small everyday moments and the bigger challenges

• We are determined to make a positive difference at work and beyond

Reasonable adjustments

We're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*.

If you're excited by this role but have some doubts about whether it’s the right fit for you, send us your application – if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.

*Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.

Permanent