Analysis Lead

We have an exciting opportunity for an experienced Analysis Lead to join Royal London and play a key role in shaping digital customer journeys across our mobile app, online portals and wider digital service channels.

Working within our Chief Operating Office, you'll support the delivery of strategic digital change that helps us improve customer experience, simplify colleague journeys and deliver better outcomes for our members and customers. You'll lead analysis activity across complex initiatives, working closely with Product Owners, delivery teams, stakeholders and technology colleagues to turn business needs into clear, actionable outputs.

This is a great opportunity for someone who enjoys working across digital products and services, is confident leading analysis in agile environments, and wants to help shape intuitive, accessible and customer-centred experiences across online and mobile channels.

• Lead business analysis across complex digital change initiatives, with a strong focus on mobile app, online portal and adviser-facing journeys.
• Work with stakeholders and delivery teams to understand customer, colleague and business needs, translating these into clear requirements, user stories, acceptance criteria and supporting analysis outputs.
• Facilitate workshops and collaborative sessions to explore opportunities, define scope, agree priorities and support informed decision-making.
• Analyse customer journeys, processes, data and platform interactions to identify opportunities for improvement, automation and better digital outcomes.
• Collaborate with UX, Product, Engineering, Architecture, Testing, Risk and Operations colleagues to shape practical solutions that are simple, secure, scalable and aligned to customer and business needs.
• Support the development and adoption of innovative customer-centric digital solutions, including automation and AI-enabled capabilities, where these help improve mobile and online experiences, operational efficiency and business value.
• Provide direction and guidance to other analysts, helping to plan analysis activity, maintain quality standards and ensure outputs are delivered within agreed timescales.
• Create high-quality analysis documentation, including scope, business requirements, process maps, customer journeys, options papers, user stories and acceptance criteria.

Contract Type: Permanent
Location: Alderley Park (Wilmslow) or Glasgow
Working Style: Hybrid - 50% from home / 50% office based

"It feels good to have a career with real purpose." #DigitalCareers

• Experience working as a Senior Business Analyst, Lead Business Analyst or Analysis Lead on complex digital, technology or customer-facing change.
• Strong experience of mobile app, online portal, web or digital self-service journeys, ideally within a regulated financial services environment.
• Proven ability to lead analysis activity, shape delivery approaches and support other analysts through direction, coaching and constructive challenge.
• Confident using a range of business analysis techniques, tools and standards, including workshop facilitation, process modelling, journey mapping, requirements elicitation and backlog refinement.
• Able to translate complex business, customer and technical needs into clear, actionable outputs for both technical and non-technical audiences.
• Strong stakeholder management and communication skills, with the ability to build effective relationships, influence outcomes and challenge constructively.
• A customer-centric mindset, with an understanding of accessibility, usability, data privacy, security and regulatory considerations relevant to digital channels.
• A proactive, curious and delivery-focused approach, with the confidence to work across multiple priorities in a fast-paced agile environment.
• Awareness of the regulatory and governance considerations relevant to digital solutions within financial services, including Consumer Duty, data privacy, security and accessibility requirements.