Technical Business Analyst - Customer Journey

Hybrid Working - Edinburgh OR London - 2 days a week on site.

Financial Services

Lorien's leading banking client is looking for a Technical Business Analyst with a strong focus on customer journey optimisation to bridge the gap between business and technology.

Working across multiple franchises, functions, and organisations, you will gather and translate business and customer requirements into clear, deliverable technical solutions that enhance the end-to-end customer experience.

The ideal candidate has a background in High Street Banking, passionate about improving customer experiences through technology. You have experience working across business and technology teams, understand the complexities of retail banking customer journeys, and can translate business needs into structured, prioritised work that enables Agile delivery teams to deliver high-quality, customer-focused solutions.

This role is based in Edinburg OR London.

This role will be Via Umbrella.

Working in a Hybrid Model of 2 days a week on site.

Key Responsibilities

• Analyse and improve end-to-end customer journeys, identifying opportunities to enhance customer experience and business outcomes.
• Engage with business stakeholders to gather, analyse, and document business, customer, and technical requirements.
• Translate requirements into user stories, acceptance criteria, and prioritised deliverables for Agile teams.
• Work closely with Product Owners, Delivery Leads, Architects, and Engineering teams to ensure solutions are delivered to agreed time, cost, and quality.
• Capture and manage technical and non-technical requirements using Jira, maintaining Agile backlogs and delivery queues.
• Facilitate workshops to uncover customer needs, business processes, and future-state solutions.
• Ensure requirements remain aligned to business priorities throughout the delivery lifecycle.
• Support continuous improvement by refining customer journeys, business processes, and delivery practices.

Skills & Experience

• Proven experience as a Technical Business Analyst in Agile environments.
• Demonstrable experience working within High Street/Retail Banking is essential.
• Strong understanding of retail banking products, customer journeys, and digital transformation initiatives.
• Strong experience in customer journey mapping, business analysis, and requirements gathering.
• Ability to translate business needs into clear technical requirements and deliverable work packages.
• Hands-on experience with Jira, Agile backlogs, and user story management.
• Excellent stakeholder management and communication skills, with the ability to work across business and technology teams.
• Strong analytical and problem-solving skills with a focus on delivering customer-centric solutions.

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Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.