Full job descriptionBusiness Analyst | Contact Centre Transformation | Life & Pensions
6-Month Contract (Strong Extension Likely) | Remote (UK-Wide) | Once-a-Month in Edinburgh


We’re hiring 2 Business Analysts for a high-profile Contact Centre Transformation programme at a major Life & Pensions business - replacing a core customer contact platform that’s approaching end-of-support.
You’ll sit inside a newly-forming Agile team, working directly with Product Owners, Platform Owners, architects and business stakeholders to shape requirements and drive delivery on a platform migration that will define the next 18+ months of customer operations.


What you’ll do
*Elicit and document requirements; run workshops to nail down outcomes
*Own user stories, acceptance criteria and backlog refinement
*Drive sprint planning and Agile ceremonies
*Challenge existing process and push improvements through
*Manage stakeholders across business and tech
*Unblock risks and dependencies


What you’ll bring
*Solid BA experience on large-scale, Agile change programmes (2-week sprints)
*Strong requirements gathering, backlog management and workshop facilitation
*Sharp stakeholder management - confident challenging people constructively
*A proactive, self-starter mindset - this role has no hand-holding


Nice to have
*Contact Centre or Financial Services / Life & Pensions background
*Platform migration/modernisation experience
*Familiarity with Microsoft contact centre tech
*Edinburgh-based (useful, not required)


The details
*6 months initial, likely extended
*Competitive day rate through umbrella company
*Remote, UK-wide - one office day in Edinburgh per month
Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.