Location: Leeds or Edinburgh (Hybrid Working)

Join a high-impact transformation programme focused on operational excellence and innovation.

We’re recruiting a Business Analyst to join a forward-thinking Service Operations Transformation Lab within a major financial services organisation. This team is driving change through process optimisation, automation, and AI, and we’re looking for someone who can help map, analyse, and improve complex operational and ServiceNow workflows.

This is a fantastic opportunity to work at the heart of a transformation programme that’s reshaping how services are delivered across the organisation.

What You’ll Be Doing

• Analyse and document current business processes, identifying opportunities to improve efficiency, productivity, and user experience.
• Produce detailed as-is and to-be process designs across varying levels of complexity (Levels 1–5).
• Collaborate with cross-functional teams to facilitate workshops and gather process requirements.
• Support the implementation of process improvement strategies and monitor their effectiveness.
• Conduct data analysis to inform decision-making and track performance.
• Maintain updated documentation and ensure alignment with transformation goals.

What You’ll Bring

• Proven experience in business process improvement and operational analysis.
• Strong Business Analyst skillset, with the ability to dive into complex processes and identify bottlenecks.
• Expertise in process mapping tools such as Visio, IBM Blueworks, Lucidchart, or Figma.
• Familiarity with Lean and Six Sigma methodologies and techniques.
• Experience in facilitating workshops, stakeholder interviews, and requirement gathering.
• Ability to work in agile environments and contribute to iterative delivery.
• Understanding of ServiceNow, particularly how it’s used within large-scale service operations.
• Experience working with third-party suppliers and managing end-to-end service processes (e.g., device refresh, supplier coordination).
• A collaborative mindset, with the ability to empower teams and drive ownership of outcomes.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone’s chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Seniority level

Mid-Senior level

Employment type

Contract

Job function

Analyst

Industry: Banking