Reference: 5549
Salary:£67,715 - £73, 301 per annum
Grade:11
Application closing date: Monday 5th October 2026 at 23:59
The Resources and Business Improvement directorate is led by Dianne Tranmer. It is responsible for: People Function, Facilities Management, Digital Experience Unit and Technology Group, Information Governance, Executive Support Team and leadership of all our shared services across the GLA Group.
The UCD team brings together specialisms including digital engagement, service design, user research, business analysis, content and interaction design and performance analysis.
The UCD team works in partnership with policy, programme teams and colleagues across the GLA to ensure we are putting users first to solve the right problems, and designing to meet the GLA's aims and the needs of Londoners.
By making user insights and data visible and actionable, we enable efficient, effective decisions and support the delivery of efficient services that create meaningful, lasting impact.
This is a leadership role within the User Centred Design team, in the GLA’s Digital Experience Unit. The User Centred Design team brings together specialisms including digital engagement, service design, user research, business analysis, content and interaction design and performance analysis. These specialisms work in harmony with a shared mission to make all products and services as inclusive, accessible and user-centric as possible.
The Lead BA will lead the DEU’s Business Analysis team, representing the BA function and working with the Head of UCD and other colleagues to set the direction for business analysis within the GLA.
They will manage the Business Analysis team, ensuring quality and consistency across their work, overseeing business analysis activities on projects, guiding the team in applying UCD principles and practices throughout the project lifecycle, ensuring solutions meet both business and user needs.
They will be able to work in highly complex problem spaces, which may span multiple products or services. To set the foundations for intuitive, successful and user centred products and processes by working closely with stakeholders across City Hall.
To be considered for the role you must meet the following essential criteria:
The GLA Competency Framework Guidelines further detailing each competency and the different level indicators can be found here: GLA Competency Framework
This role is based at City Hall, Royal Docks (Kamal Chunchie Way, London, E16 1ZE).
If you would like to apply for the role you will need to submit the following:
Please ensure your CV and Personal Statement have a maximum file size of 1.5MB each and upload your Personal Statement to the ‘CV and Cover Letters’ section’ of the form, ensuring you address the technical requirements and competencies in your Personal Statement.
Word or PDF format preferred and do not include any photographs or images. Please ensure your CV and Personal Statement are saved with the job reference number as part of the naming convention (E.g., “CV – applicant name - 012345)
As part of GLA’s continuing commitment to be an inclusive and equal opportunity employer we will be removing personal identifiable information from CVs and Personal Statements that could cause discrimination.
We may close this advert early if we receive a high volume of suitable applications.
If you wish to talk to someone about the role, the hiring manager Selina Holliday would be happy to speak to you. Please contact them at Selina.Holliday@london.gov.uk
If you have any questions about the recruitment process, contact the glaopdcrecruitment@tfl.gov.uk who support the GLA with recruitment.
Is this role eligible for sponsorship?
This role DOES NOT meet the criteria for sponsorship for external candidates. It may meet the criteria for sponsorship for some internal candidates, in limited circumstances. Please contact the hiring manager if you wish to discuss this further.
Once you have submitted an application, your details will be reviewed by a panel.
If shortlisted, you’ll be invited to an interview/assessment.
The interview/assessment date is: 09/11/2026
London's diversity is its biggest asset, and we strive to ensure our workforce reflects London's diversity at all levels. We welcome applications from everyone regardless of age, gender, gender identity, gender expression, ethnicity, sexual orientation, faith or disability.
We particularly encourage applications from Black, Asian and Minority ethnic candidates and disabled candidates who are currently underrepresented in our workforce.
We are committed to being an inclusive employer and we are happy to consider flexible working arrangements. We would welcome applications from candidates who are seeking part time work as this role is open to job share.
Please note we are a Disability Confident Employer so for candidates who wish to be considered under the scheme and meet the essential criteria, they will automatically be invited to interview. Please note, should you require any adjustments through the process, we will accommodate as much as possible. Please contact the recruitment team for further information if required.
GLA staff are hybrid working up to 3 days a week in our offices and remotely depending on their role. As part of this, you will need to split your time between home working and coming into the office.
In addition to a good salary package, you will be paid every four weeks, providing frequent salary payments. We also offer an attractive range of benefits including 30 days’ annual leave, interest free season ticket loan, interest free bicycle loan and a career average pension scheme.
Please note, all candidates will need to confirm that the information provided in this application form is true and correct. Should a candidate deliberately give false information, including the use of AI software, they understand that this would disqualify them from consideration.
Successful candidates must undergo a criminal record (DBS) check but some roles may require additional security screening.
If you have a disability which makes submitting an online application form difficult, please contact resourcingteam@london.gov.uk.
Every day, we help millions of people to make journeys across London: By Tube, bus, tram, car, bike – and more. People don’t associate us with journeys by river, on foot or via the air, but we help with that, too. Getting people to where they need to go has been our business for over 100 years, and it shows. We’re leaders in our field, and no other city’s transport system is quite as recognisable: Red buses, black taxis, Tube trains and roundels have become icons in their own right.
Our main job is to keep the city moving, working and growing but to do that, we have to listen. Constant improvements across the network are fuelled by feedback and comments from customers, as well as work within communities, representative groups, businesses and other London transport stakeholders.
But our progress also depends on technology and data. With the future at our fingertips, we’ve already used it to revolutionise travel payments (think Oyster and contactless payment cards), and improved travel information. Tech and data is essential, not just to our future, but to others’: third parties use our data to power apps and services vital to customer journeys.
So what’s next? As well as continuing to deliver Mayor of London, Sadiq Khan’s strategy and commitments on transport, our programme of capital investments is still one of the largest. We launched the Elizabeth line, we’re modernising services and stations and making travel safer for all.
