About this role
Salary: £? - ? per year
Requirements
- Proven experience in business analysis within a digital change environment
- Working knowledge of Agile delivery methods
- Familiarity with digital collaboration tools such as JIRA, Confluence, and Microsoft 365 applications
- Strong ability to assess complex business processes and use data and insights to support recommendations
- Ability to break down complex problems and propose practical solutions that improve operational effectiveness
- Customer-focused, resilient, and results-driven approach
- Degree-level education
- Knowledge of the Electricity industry and relevant policies is desirable
Responsibilities
- Map and assess current processes within Customer and Connections to identify inefficiencies and customer pain points
- Develop clear requirements, user stories, and acceptance criteria to guide digital improvements
- Collaborate with IT&D, business owners, and delivery teams to shape user-centred digital solutions
- Support backlog development, testing, and implementation planning
- Engage with internal and external stakeholders to understand customer needs and emerging digital requirements
- Facilitate workshops and sessions to build alignment and resolve issues
- Use data and customer insights to identify improvement opportunities and contribute to a roadmap that delivers measurable value
- Track outcomes and drive continuous improvement across digital services
Technologies
- AI
- Confluence
- Support
- JIRA
- Microsoft 365
- Office 365
- REST
More
We are Pontoon, an employment consultancy committed to helping people take part in the workplace. We value people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more, and aim to create an inclusive environment where people can thrive. We are recruiting for our client, a leading organisation in the Utilities sector, for a Customer Excellence Business Analyst in its Electricity Distribution team. This is a 12-month role, remote with paid travel for workshops, at a rate of £500 per day (umbrella).
The role offers an opportunity to contribute to a digital strategy focused on improving customer experiences and streamlining operations. To apply, candidates should answer the screening questions and submit a CV; we may retain application details for suitable future vacancies. We use generative AI tools to support candidate screening, while our hiring team makes all final decisions and reviews applications with care.
last updated 44 week of 2026