Call Centre Business Analyst

Job Description:

Business Analyst

Salford Quays / London / Staines / Leeds - hybrid with 2 days in a Bupa office and this role will also require regular travel to our Staines office.

Permanent

Full time - 37.5 hours per week

£58k

We try to consider all types of flexibility, including locations, hours and working patterns. Please note that we are unable to offer sponsorship for this position.

Interview timelines:

• Stage 1 (Virtual Interviews): Week commencing 30th November
• Stage 2 (Face-to-Face Interviews): Week commencing 7th December

We make health happen:

At Bupa, our purpose is to help people live longer, healthier, happier lives and make a better world. As a Business Analyst, you'll play a key role in helping us improve how we retain and support our customers. Working within the Retention Squad, you'll work closely with stakeholders across the business to understand challenges, identify opportunities and shape solutions that deliver better customer and commercial outcomes.

You'll combine analytical thinking, stakeholder engagement and business analysis expertise to turn complex problems into clear requirements and practical solutions that support Bupa's retention strategy.

How you'll help us make health happen:

• Gather, analyse and document business requirements to support retention initiatives and strategic change.
• Facilitate workshops and discussions with stakeholders to understand business needs, processes and opportunities for improvement.
• Develop business cases, estimates and benefits assessments to support investment decisions and prioritisation.
• Translate customer, commercial and operational requirements into clear, traceable deliverables.
• Work closely with delivery, technology and business teams to support implementation and successful change outcomes.
• Identify opportunities to improve customer experiences, reduce costs and increase operational effectiveness.
• Build trusted relationships with stakeholders across the business and influence decisions through evidence and insight.

Key Skills / Qualifications needed for this role:

Essential

• Proven experience as a Business Analyst within a change, transformation, project or product environment.
• Experience gathering and documenting business requirements through workshops, interviews and stakeholder engagement.
• Experience working with business requirements throughout the full change lifecycle, from discovery through to implementation.
• Strong business case development, benefits analysis and requirements-management skills.
• Knowledge of Agile, Waterfall or hybrid delivery methodologies.
• Excellent stakeholder-management and influencing skills.
• Strong analytical thinking and problem-solving capability.
• Excellent written, verbal and presentation skills, with the ability to communicate at all levels of the organisation.

Desirable

• Experience working within a regulated environment, particularly FCA or CQC-regulated businesses.
• Experience within retention, customer journey, insurance, healthcare or consumer services environments.
• Knowledge of business process mapping, use cases, testing scripts and process design.
• Business Analysis qualifications such as BCS, AgileBA or equivalent.

What you'll bring

• Strong commercial awareness and the ability to connect business requirements to measurable outcomes.
• Confidence challenging constructively and influencing decision-making.
• Excellent organisation and prioritisation skills, with the ability to manage multiple initiatives.
• A logical and structured approach to solving complex problems.
• Curiosity, resilience and a continuous-improvement mindset.
• The ability to build strong relationships and work collaboratively across functions to deliver change.

Benefits

Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health - from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits.

• 25 days holiday, increasing through length of service, with option to buy or sell
• Bupa health insurance as a benefit in kind
• An enhanced pension plan and life insurance
• Onsite gyms or local discounts where no onsite gym available
• Various other benefits and online discounts

Why Bupa?

We're a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose - helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do.

We encourage all of our people to ”Be you at Bupa”, we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That's why we especially encourage applications from people with diverse backgrounds and experiences.

Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them.

If you require information regarding this role in an alternative format, please email: careers@bupa.com

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