Full job description

Business Analyst - Complaints Data & MI6-Month Contract | Outside IR35 | Hybrid UK - Mainly Remote (very occasional travel)The OpportunityWe’re supporting a leading UK Insurance organisation undergoing a significant customer outcomes and data transformation programme. As part of a wider initiative focused on improving complaints management, customer experience and regulatory reporting, they are looking to appoint an experienced Business Analyst to join a specialist Data & MI workstream.
This role will play a key part in bridging the gap between business stakeholders and technical delivery teams, ensuring complaints reporting requirements are translated into clear, prioritised business requirements that support both operational decision-making and regulatory obligations.
Candidates must have prior experience within the UK insurance sector, with Life & Pensions experience strongly preferred.
The RoleThe successful Business Analyst will work closely with Reporting & Insights, Data Engineering, Data Architecture and third-party service providers to improve the way complaints data is captured, processed and reported.
You will analyse existing reporting processes, define future-state requirements, assess data quality and reconciliation needs, and contribute to the delivery of a more automated and scalable complaints MI capability.
This is an excellent opportunity for someone with strong data-focused BA experience who enjoys operating between business and technology teams in a highly regulated environment.
Key Responsibilities*Gather, challenge and document business requirements across complaints reporting and management information processes.
*Facilitate workshops with operational, regulatory, data and technology stakeholders.
*Analyse existing complaints data flows, reporting processes and manual interventions.
*Perform detailed data analysis to identify gaps, inconsistencies and reconciliation requirements across multiple data sources.
*Produce business requirements, user stories, acceptance criteria and process documentation.
*Define data requirements, business rules, field definitions and source-to-target mappings.
*Support the development of automated reporting and data ingestion capabilities.
*Assess impacts on regulatory reporting, governance processes and business operations.
*Work with internal stakeholders and external service providers to understand data availability and reporting requirements.
*Maintain RAID logs, decision logs and prioritised delivery backlogs.
*Provide regular updates and recommendations to programme stakeholders and leadership teams.
Essential Experience*Proven Business Analyst experience within UK Insurance or Financial Services environments.
*Strong experience delivering data, MI, reporting or analytics-focused projects.
*Demonstrable experience gathering and documenting complex business and data requirements.
*Strong stakeholder management skills across business and technical functions.
*Process mapping experience using BPMN or similar methodologies.
*Hands-on data analysis skills using SQL and Excel.
*Understanding of data warehousing, data integration and modern cloud-based data platforms.
*Experience producing data dictionaries, data mappings and functional requirements documentation.
*Knowledge of complaints processes, conduct risk, customer outcomes or regulatory reporting.
*Experience working within Agile delivery environments.
Desirable Experience*Life & Pensions sector experience.
*Knowledge of FCA complaints reporting requirements.
*Understanding of Consumer Duty regulations.
*Experience working with third-party administrators or outsourced service providers.
*Exposure to Azure-based data platforms and reporting environments.
*Data quality, reconciliation or data governance experience.
*Power BI or similar reporting tools.
*Experience supporting customer journey analysis or root cause analysis initiatives.
Personal Attributes*Able to bring structure and clarity to complex programmes.
*Strong analytical and problem-solving capabilities.
*Comfortable challenging assumptions and driving stakeholder alignment.
*Excellent communication and documentation skills.
*Detail-oriented whilst maintaining focus on business outcomes.
*Capable of operating effectively across multiple teams and workstreams.
Contract DetailsRole: Business Analyst - Complaints Data & MI
Contract Length: 6 Months Initial Contract
Engagement: Outside IR35
Location: Hybrid UK
Sector: Insurance
Preferred Background: Life & Pensions
Start: ASAP
This is a fantastic opportunity to join a high-profile transformation programme focused on improving customer outcomes, enhancing complaints insight, and delivering a modern data-driven reporting capability within a leading insurance environment.