Business Analyst (Chatbot)

Company Description

Ready to join a team that’s leading the way in reshaping the future of insurance?

We’re on a mission to revolutionize insurance for good!

Since 2000, we’ve been a trusted provider of Home and Motor Insurance, serving over 2 million customers through our esure and Sheilas’ Wheels brands. But we’re not like the rest. With a bold commitment to digital innovation, we’re transforming the way insurance works—putting customers at the heart of everything we do. Leveraging advanced technology, data-driven insights, and exceptional service, we’re delivering personalized experiences that meet today’s changing needs.

Job Description

This role will have responsibility for both analysis and design on relevant projects, whilst ensuring traceability of outcome through development, testing, training and business readiness elements of the project lifecycle.

The Day to Day:

•Develop deep understanding of the chatbot and associated business and customer experiences

•Analyse customer outcomes, broader MI and complex business problems to identify and help quantify pain-points and opportunities for the chatbot. Prepare options, collaborate on solutions and own through to resolution.

•Support detailed design, documentation and build of the chatbot experience

•Support the product owner in the elaboration and refinement of the product backlog 

•Ensure business stakeholders are fully informed and any business-related activities are coordinated alongside squad deliverables. 

•Assist in initiative discovery and formulation of scope, and planning. 

•Collaborate with the Product Owner to define and create features and user stories, ensuring alignment with business requirements and customer needs 

•Support the organisation in mapping current state and future state journeys, processes and value streams to support strategic goals. 

•Identify, analyse and raise risks, issues and dependencies. 

•Conduct detailed change impact assessments as part of end-to-end change delivery. 

•Support the creation of content to support the change delivery to end users.

•Support the wider change community to ensure change is managed successfully across esure. 

•Maintain effective stakeholder relationships for successful implementation of initiatives. 

Qualifications

We’d love you to bring:

•Experience in process analysis and improvement initiatives, certification such as Lean/Six Sigma would be an advantage

•Experience of building and/or optimising chatbot would be an advantage. 

•Detailed analytical abilities, an inquisitive nature and not settling until all questions are answered and understood. 

•Skilled in managing relationships with key stakeholders at the mid-senior level. 

•Ability to document the change ready for handover to Operational areas 

•Experience conducting root cause analysis and taking ownership of solutions. 

•Ability to identify and raise risks, issues and dependencies. 

•Experience in the application of scrum and scaled agile practices. 

•Sound knowledge of human-centred design tools and techniques 

•Excellent communication skills both written and oral. 

•Ability to present technical information in an understandable way for the business and squads 

•Excellent interpersonal skills, able to deal effectively with people from a variety of backgrounds and disciplines. 

•Experience in applying as-is and to-be analysis techniques to identify business problems and opportunities 

•Ability to produce and manage features, epics and stories with acceptance criteria in JIRA, as well as other artefacts e.g., data mapping documentation.

•Experience facilitating workshops and meetings 

•Sound understanding of general insurance ways of working, processes and best practices would be preferred.

Additional Information

What’s in it for you:

• Competitive salary reflecting your skills and potential.
• Bonus scheme recognising your contributions.
• 25 days annual leave plus 8 flexible days.
• Flexible work options, including hybrid and part-time.*
• Private Medical Insurance 
• Career growth supported by training, mentoring, and resources!
• Join networks to connect, learn, and share with colleagues.
• Discounts on insurance products for you and family.
• Support for a healthy lifestyle through various wellness programs.
• Volunteer days and initiatives for a greener lifestyle.
• Social recognition tool for colleague appreciation

*where available