Senior Business Analyst – Ops Transformation

Smart Pension

Transformational Business Analyst leading the optimization of customer services and AI integration at Smart. Innovating to enhance customer experience and operational efficiency.

Posted 6/1/2026full-timeLondon • 🇬🇧 United KingdomSeniorWebsite

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Hard Skills

automationAI toolingworkflow automationprocess optimisationdemand managementdata analysisKPI trackingagile methodologiesproduct roadmap management

Soft Skills

stakeholder engagementinfluencinganalytical mindsetcollaborationcultural change management

Industry Keywords

financial servicespensionsoperational designcustomer experiencedigital customer journeys

About the role

Key responsibilities & impact

Champion the vision for the emerging operating model in design and implementation of automation, driving efficiency and focus human resources on high value customer touchpoints.
Develop a deep working knowledge of the technology systems and tooling with view to onward ownership of future development beyond ‘go live’.
Challenge the status quo by identifying inefficiencies, unnecessary practices, and manual processes, and redesigning them using digital first principles to manage demand more effectively.
Lead the implementation of automation and AI tooling, including workflow automation.
Optimise customer demand management, ensuring queries and transactions are routed through the most effective channels (self-service, digital, assisted support).
Achieve improved SLAs with significant reduction in manual processing and operational inefficiencies through increased adoption of digital and self-service channels by customers.
Use data and insights to continuously refine processes, improve service levels, and reduce operational costs.
Collaborate cross functionally with operations, technology, data, compliance, and customer experience teams to deliver solutions and shape.
Act as the voice of the customer and the business, ensuring solutions deliver measurable value and improved outcomes.
Drive adoption and cultural change, embedding new ways of working and ensuring teams are equipped to succeed in a digitally enabled environment.
Monitor performance and success metrics, using KPIs and analytics to track efficiency gains, customer satisfaction, and demand reduction.

Requirements

What you’ll need

Proven experience as a Senior Business Analyst, Product Owner
Experience in a regulated and complex operational environment (financial services and pensions preferred).
Strong track record of implementing automation and digital customer journeys.
Deep understanding of process optimisation, demand management, and operational design.
Track record of measurable shift in customer demand, efficiencies and how operational teams work.
Ability to engage stakeholders constructively and influence at all levels of the organisation.
Strong analytical mindset, with the ability to translate data into actionable insights.
Experience working in agile environments and managing product roadmap.

Benefits

Comp & perks

25 days’ holiday per year, increasing with length of service.
£500 annual training budget to spend on your professional development
Extensive private healthcare, including dental, eyecare and EAP
Enhanced sick leave (three months’ pay per year)
Enhanced maternity and paternity (maternity – 6 months fully paid/paternity – 3 weeks fully paid)
Death in service insurance cover
Fully-paid five-week sabbatical after five years of employment
In office wellbeing, such as manicures, massages and barbers.
50% discount on orders from our sister company Arena Flowers.