Business Analyst (CX)

Job Description

Job Title: Business AnalystContract Type: Fixed Term Contract for 12 months Salary: £57,270.60 Per Annum (£63,125.84 is achieved after 12 months successful performance in the role) Per AnnumWorking Hours: 35 hours per weekWorking Pattern: 9am-5pm flexible working, HybridLocation: Speke, LiverpoolIf you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description. 
Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates. The difference you will make as a  Business Analyst
As a Business Analyst at Riverside, you’ll take the lead take the lead in uncovering root causes, shaping requirements, refining processes, and influencing colleagues to deliver customer-centric change that reduces friction, improves satisfaction, and strengthens performance.
You’ll work within a dedicated Customer Experience (CX) Centre of Excellence (CoE) but also alongside multidisciplinary teams to influence the design of accessible and inclusive experiences, services and products for one of the leading not-for-profit social housing and regeneration organisations, owning or managing over 75,000 homes across the country. Your involvement will be critical in identifying the problems we need to solve for customers and colleagues via analysis-led insights ensuring any solutions meet their needs are aligned with our organisational strategy.
In this position, you’ll be the bridge between what our customers need with what our colleagues deliver. Working alongside experienced CX practitioners, you will have the opportunity to shape the approach for your role and scope for delivery within the team’s delivery methodology.About you 
We are looking for someone with:
• Strong experience as a Business Analyst within customer centric, digital, or service led environments.
• Demonstrable familiarity with design thinking, service blueprints, and customer journey mapping.
• Exceptional stakeholder engagement skills, able to influence and drive alignment at all levels.Why Riverside? 
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.  
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us. 
Working with us, you’ll enjoy: 
• Competitive pay & generous pension  
• 28 days holidays plus bank holidays 
• Flexible working options available 
• Investment in your learning, personal development and technology 
• A wide range of benefits Diversity and Inclusion at Riverside:  
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.  
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview. 
This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview. Applications may close before the deadline, so please apply early to be considered.  Role Profile  Analytical thinking and investigation:
• Collects and synthesises comprehensive, multi-source data to develop a full view of customer and business problems.
• Applies advanced root cause analysis techniques to identify underlying drivers of issues.
• Breaks down complex, ambiguous problems into clear, actionable components that enable effective decision making.Requirements gathering and documentation:
• Anticipates edge cases, business rules, and future needs to ensure robust, future proof requirements.
• Produces highly structured, accessible, and reusable documentation (user stories, acceptance criteria, etc).
• Ensures all requirements support prioritisation and traceability frameworks (e.g., MoSCoW, traceability matrices).Stakeholder mapping, engagement and communication:
•  Maps stakeholder influence, needs, and engagement strategies to drive alignment.
• Tailors communication expertly for both technical and non technical audiences.
• Leads complex discussions, facilitates workshops, and resolves conflicts with diplomacy and clarity.
• Builds trust and credibility, acting as a strategic advisor to senior stakeholders.Process Analysis and Improvement
• Produces high quality process models using Business Process Model and Notation (BPMN), swim lanes, or equivalent tools.
• Proactively identifies opportunities for process innovation, simplification, and efficiency.
• Conducts thorough impact assessments, collaborating with stakeholders to quantify benefits, risks, and operational implications.Business and technical expertise:
• Applies deep domain knowledge to shape strategic decisions and guide solution design.
• Advises on system capabilities, constraints, and emerging technology trends relevant to customer experience.
• Adapts practices across Agile, Waterfall, or hybrid methodologies to suit project needs.
• Anticipates downstream operational impacts and ensures solutions are operationally viable.
• Understands any policy constraints that need to be considered and assesses the implications.User Experience Analysis:
• Supports the approach to analysing, prioritising, and validating user experience needs.
• Recommends and applies a range of analysis techniques to ensure solutions meet both business and user needs.
• Clearly articulates how user experience requirements influence system design across projects and programmes.Ownership, Leadership and Professionalism:
• Leads cross functional collaboration, ensuring alignment across Product, Operations, Digital, UX, and Engineering.
• Manages workloads, prioritises effectively, and delivers consistently to deadlines.
• Actively mentors colleagues, contributes to knowledge sharing, and elevates analysis standards across the team.Other Information
The role will require on-site working and some travel to Group offices across the UK.Person specification Knowledge, Skills and Experience Essential 
• Strong experience as a Business Analyst within customer centric, digital, or service led environments.
• Demonstrable familiarity with design thinking, service blueprints, and customer journey mapping.
• Exceptional stakeholder engagement skills, able to influence and drive alignment at all levels.
• Strong communicator who can bridge gaps between technical and non technical stakeholders.
• Advanced analytical skills with comfort working across qualitative and quantitative data sources.
• A passion for improving customer experiences through evidence based, structured analysis and high quality delivery.

Desirable 
• Certified Business Analysis Professional.
• Experience of working in the housing sector or a regulated environment.
• Collaborative, empathetic, and confident working in environments with complex stakeholder landscapes.
• A strategic thinker who balances detail with big picture perspective.