About the Client
Our client is a leading organisation operating across Home Cover, Home Services, Energy and Utilities sectors, driving business and technology change to enhance customer journeys, operational excellence, and revenue assurance. The client is committed to delivering measurable business outcomes through customer-centric transformation, process optimisation, and technology-enabled service improvement.
Role Summary
We are seeking an experienced Business Analyst with 10+ years of business analysis and transformation experience across Home Cover, Home Services, Energy and Utilities domains. The role will support business and technology change across Order-to-Cash and Work-to-Cash processes, including customer journeys, appointment booking, field service operations, work order management, billing, payments, revenue assurance, exception handling and operational controls. The successful candidate will work closely with the client's business stakeholders, product owners, delivery teams, operations, finance, billing, contact centre and technology teams to define requirements, improve processes and enable measurable business outcomes.
Key Responsibilities
Lead business analysis activities across Home Cover, Order-to-Cash and Work-to-Cash transformation initiatives.
Engage the client's business stakeholders to understand strategic priorities, operational challenges, process gaps and customer experience pain points.
Analyse end-to-end customer and operational journeys covering quote, cover setup, renewals, claims, appointments, service fulfilment, work order execution, job completion, billing, payments, collections, refunds and complaints.
Document current-state and future-state processes, business requirements, functional requirements, user stories, acceptance criteria, business rules and process maps.
Work with product owners, solution architects, developers, testers, data teams and third-party suppliers to translate business needs into practical technology and process solutions.
Support backlog refinement, sprint planning, solution design workshops, process walkthroughs, UAT preparation, defect triage and business readiness activities.
Identify inefficiencies, failure demand, manual workarounds, revenue leakage, billing exceptions, rework drivers and control gaps across Work-to-Cash and Order-to-Cash processes.
Support benefits definition, impact assessment, gap analysis, prioritisation, change readiness and adoption planning.
Facilitate workshops, interviews, playback sessions and stakeholder reviews to validate requirements and proposed solutions.
Provide clear communication between business and technology teams, ensuring requirements are complete, traceable and aligned to business outcomes.
Required Experience
10+ years of experience as a Business Analyst, Senior Business Analyst or Lead Business Analyst in business transformation, technology delivery or consulting environments.
Strong domain experience in Energy and Utilities, Home Cover, Home Services, Insurance, customer operations, field services or regulated service environments.
Hands-on experience with Order-to-Cash and Work-to-Cash processes, including order capture, work order management, scheduling, dispatch, job completion, billing, invoicing, payments, collections, refunds, disputes and revenue assurance.
Experience working with customer service, contact centre, claims, complaints, field operations, billing, finance, operations and technology teams.
Proven experience in requirements elicitation, process mapping, gap analysis, data analysis, impact assessment, user story creation and acceptance criteria definition.
Experience supporting Agile, Waterfall or hybrid delivery models, including sprint ceremonies, backlog management, testing and implementation readiness.
Exposure to CRM, billing, claims, work management, field service, workflow, reporting or integration platforms.
Experience working on customer journey improvement, operational efficiency, cost-to-serve reduction, automation, AI-enabled service improvement or digital transformation initiatives is desirable.
Key Skills and Capabilities
Strong business analysis, structured problem-solving and analytical thinking skills.
Excellent stakeholder management, facilitation, workshop leadership and communication skills.
Ability to translate complex operational issues into clear requirements, process designs and delivery-ready user stories.
Strong understanding of customer operations, service operations, revenue operations and field-service-led environments.
Ability to identify value drivers, operational KPIs, process controls, business risks and measurable outcomes.
Comfortable working with senior business stakeholders as well as detailed operational and technology teams.
Strong documentation skills, with the ability to produce process maps, requirements documents, functional specifications, decision logs, RAID inputs and executive-ready summaries.
Practical knowledge of Jira, Azure DevOps, Confluence, Visio, Miro, Lucidchart, Microsoft Office, SharePoint or similar delivery tools.
Qualifications and Certifications
Bachelor's degree in Business, Technology, Information Systems, Engineering, Finance or a related discipline.
Business Analysis certification such as BCS, IIBA CBAP / CCBA, PMI-PBA or Agile BA would be advantageous.
Agile, Scrum, Product Owner or SAFe certification would be desirable.
Working Model
This is a London-based hybrid role. The candidate should be comfortable working remotely for the majority of the engagement while attending client workshops, team meetings, discovery sessions, planning events or key delivery milestones in London or other UK client locations as required.
CogWW901
Sobre a Cognizant
Cognizant (NASDAQ: CTSH) é uma construtora de IA e fornecedora de serviços de tecnologia, criando a ponte entre o investimento em IA e o valor para as empresas por meio do desenvolvimento de soluções de IA completas para nossos clientes. Nossa profunda experiência em setores, processos e engenharia nos permite incorporar o contexto único de cada organização em sistemas tecnológicos que potencializam a capacidade humana, geram resultados tangíveis e mantêm empresas globais à frente em um mundo em rápida transformação. Saiba mais em cognizant.ai ou @cognizant.
A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.
Informações adicionais de emprego
Os candidatos podem ser obrigados a comparecer a entrevistas presenciais ou por videoconferência. Além disso, os candidatos podem ser obrigados a apresentar seu documento de identificação emitido pelo estado ou governo atual durante cada entrevista.
Embora nosso sistema permita a candidatura em todos os idiomas, o(s) idioma(s) e o(s) nível(is) de proficiência exigidos para o trabalho variam. No entanto, é necessário um nível básico de inglês para fins de comunicação em toda a empresa.
A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.
Se você tem uma deficiência que requer adaptações razoáveis para procurar uma vaga de emprego ou enviar uma candidatura, envie um e-mail para [email protected] com sua solicitação e informações de contato.
