Business Analyst - Digital Transformation / Retirement Solutions

Role – Business Analyst - Digital Transformation

Location - Hove, UK

FTE(Permanent)

Hybrid - 4 days office Mandatory

Business Analyst - Digital Transformation / Retirement Solutions

This role sits at the intersection of pensions with expertise, regulatory compliance, and digital experience design. You will ensure customers can confidently access their pension savings online through journeys that are clear, compliant, and aligned with Consumer Duty expectations.

You will work closely with product owners, UX designers, developers, compliance specialists, and operational teams to deliver digital experiences that reduce friction, improve customer outcomes, and support safe, informed decision-making.

Key Responsibilities

Customer Journey Analysis & Design

· Map and analyse current digital journeys for pension lump-sum withdrawals, identifying pain points, risks, and opportunities for improvement.

· Design future-state journeys that simplify complex pension decisions and reduce customer confusion.

· Use data insights (drop-off rates, call-drivers, behavioural patterns) to inform journey enhancements.

· Ensure journeys are accessible, mobile-optimised, and aligned with UX best practice.

Requirements Gathering & Documentation

· Facilitate workshops with stakeholders across digital, operations, compliance, and product teams.

· Translate business needs, regulatory requirements, and customer insights into clear, actionable requirements.

· Produce high-quality BA artefacts including user stories, acceptance criteria, process maps, business rules, and data flows.

· Validate requirements against customer needs, operational feasibility, and technical constraints.

Digital Delivery & Change Support

· Work within agile delivery squads to support sprint planning, backlog refinement, and solution design.

· Collaborate with UX/UI teams to ensure customer journeys are intuitive and meet accessibility standards.

· Support developers and QA teams throughout the build and testing phases.

· Prepare and execute UAT scenarios that reflect real customer behavior and edge cases.

Regulatory & Risk Alignment (Not Mandatory)

· Interpret FCA rules, Consumer Duty obligations, and pension-withdrawal regulations (including tax-free cash, risk warnings, and guidance requirements).

· Ensure digital journeys incorporate mandatory disclosures, risk prompts, and scam-prevention messaging.

· Identify operational, financial, and customer-experience risks and propose mitigations.

· Work with compliance and legal teams to ensure all changes meet regulatory expectations.

Stakeholder Engagement

· Build strong relationships with product owners, operations, compliance, actuarial, and customer service teams.

· Present findings, recommendations, and business cases to senior stakeholders.

· Manage competing priorities and influence decision-making to balance customer experience, regulatory needs, and business objectives.

Skills & Experience Required

Essential

· Proven experience as a Business Analyst within digital, financial services, pensions, or regulated environments.

· Strong understanding of pension products, especially drawdown and lump-sum withdrawal processes.

· Experience mapping and improving digital customer journeys.

· Strong analytical skills with the ability to simplify complex processes.

· Excellent documentation skills (user stories, process maps, business rules).

· Experience working in agile delivery teams.

· Ability to challenge constructively and influence stakeholders at all levels.

· Strong communication skills with the ability to translate technical and regulatory concepts into plain language.

Desirable

· Experience with SIPP or personal pension administration.

· Experience using tools such as Jira, Confluence, Miro, Figma, or Visio.