Business Analyst

• Discovery experience in operations/service environments (financial services preferred).
• Journey/process mapping and strong facilitation skills.
• Ability to define practical standards (SOPs/standard work/service standards) that get adopted.
• Market research capability: able to assess survey quality, extract insights, and translate benchmarks into actionable standards.
• Evidence-led: comfortable using MI/quality data to validate issues and track outcomes.
• Strong stakeholder management across Ops, Risk/Controls, Change, and Technology.

Nice to have:

• Experience in customer journey mapping across different countries at varying maturity levels.
• Familiarity with managing client engagements in a global financial context.

• Run discovery for priority GPS Ops journeys (interviews, workshops, shadowing, data/MI review).
• Conduct light-touch market external research to identify trends, benchmarks, and best practices relevant to operations/service journeys and inform standards and recommendations.
• Map current-state journeys/processes including exceptions and handoffs; identify pain points, rework, and control gaps.
• Create gold standards and align stakeholders/process owners for sign-off.
• Produce a prioritized improvement backlog (impact/effort/risk) with success metrics and measurement approach.
• Support adoption planning (enablement materials/ways of working) to embed standards.