Business 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)
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